Client Support Analyst
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SAP Fieldglass Flex Client Support Analyst Job Description
ROLE SUMMARY:
The Client Support Analyst is an opportunity to be a part of a new team within SAP Fieldglass that brings Contingent workforce management to a new customer segment. This role requires advanced communication skills to expand beyond troubleshooting and engage with customers to understand their business requirements in order to provide guidance on process options. Team members will be expected to actively provide feedback to improve support processes and application functionality.
ROLE RESPONSIBILITIES:Customer Support and Incident Resolution
- Possess exceptional customer service and oral/written communication skills
- Provide functional application support and resolution to customers’ inquiries received via web form by effectively utilizing email, phone, and community as appropriate
- Play a critical role in customer success and their realization of SAP Fieldglass’ value
- Present SAP Fieldglass in a positive and fair manner with knowledgeable answers and timely updates
- Diagnose and anticipate customer learning needs and recommend appropriate references
- Collaborate, coordinate, and escalate on customer issues by acting as a customer advocate while working with all departments
- Use effective questioning techniques to understand customer business requirements and provide relevant configuration options and reasons
- Use Application Development Lifecycle knowledge and technical skills to collaborate with Product Management and Product Development teams to resolve issues. Work with these same teams to contribute to the product roadmap
- Identify and produce self-service customer content such as Forums/Wikis/FAQs to help guide the customer experience in setup and use of the SAP Fieldglass application
- Contribute ideas to help towards the vision of this new client support team and help develop, document, and improve internal process
- Effectively transfer knowledge to internal staff and external customers and partners
- Identify and leverage existing company application resources
- Maintain and follow personal development plan by attending e-Learning lessons and remote learning sessions, classroom training, coaching and on-the-job training
- Initial deployment is for North American customers but it may be necessary to provide extended coverage on an ad hoc basis
- Bachelor's degree in Communication, Business, Computer Science preferred
- Two years of software support experience within a tech organization
- Demonstrated ability to understand and manage client expectations
- Willingness and ability to take direction and coaching from teammates
- Technical aptitude, strong problem solving and analytical skills
- "Out of the box", quick thinking; able to ask for help and feels comfortable approaching others; utilizes documentation and best practices well
- Ability to learn complex concepts and subjects under a variety of conditions including formal and informal training as well as on the job coaching through trial and error; participates in self-study and active learning with the goal of becoming a product subject matter expert
- SaaS Implementation experience. SAP Fieldglass experience preferred
- Intermediate Microsoft Office, Word, Presentation and Reporting Skills
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