SAP Fieldglass- Flex Support Analyst job in Chicago, IL| Recruit Arrow
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SAP Fieldglass- Flex Support Analyst
Location : Illinois, Chicago
Refer job # KLIH337329
Job Responsibilities and Requirements: 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 Application configuration support Use effective questioning techniques to understand customer business requirements and provide relevant configuration options Use Application Development Lifecycle knowledge and technical skills to collaborate with Product Management and Development teams to resolve issues. Work with these same teams to contribute to the product roadmap Knowledge development 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 that contribute to the vision of the Flex support team and help develop, document, and improve internal processes Effectively transfer knowledge to internal staff and external customers and partners Identify and leverage existing company application resources Additional Tasks 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 EDUCATION AND WORK EXPERIENCE: 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 Outside 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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