Candidates will be disqualified if the following criteria are not met:

-Employment Type: No C2C (Corp-to-Corp) or C2H (Contract-to-Hire) arrangements. W2 contract only. No referral fees will be entertained.
-Work Authorization: Must be a U.S. Citizen or Green Card holder.
-Must be local to Pittsburgh, PA or an hour drive to Pittsburgh, PA
-Provides inbound application and functional support for all relevant SAP Business Network applications, both internally and externally, by way of chat, webform and phone.
-Conducts all customer interactions in a manner that presents SAP in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by SAP.


Description:

Solution support engineer: The Solution support engineer is the face and voice of SAP Business Network to our customers, building relationships in each interaction. Specialists help our customers maximize the benefits of SAP’s solutions to facilitate a global exchange of goods and services in the world’s largest business to business trading community. They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.


Duties and Responsibilities

Provides inbound application and functional support for all relevant SAP Business Network applications, both internally and externally, by way of chat, webform and phone.
Resolves 80% of issues without escalation.
Respond to customer inquiries in a timely manner and within service level objectives.
Successfully documents all requests through the CRM system while adhering to all documented procedures.
Provides general assistance to other teams within Global procurement teams.
Conducts all customer interactions in a manner that presents SAP in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by SAP.
Ensures that individual performance meets or exceeds the department standards.
All other duties as assigned.

Basic Minimum Qualifications

Bachelor’s degree or 2-year Technical school degree preferred.

Preferred Qualifications

Technical aptitude. Knowledge in computer hardware and software applications along with experience using the Internet – general understanding of backend systems is useful
Minimum of 3 year work experience preferred.
Customer focus and stress tolerance.
Superior communication and telephone skills.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Strong troubleshooting and problem-solving skills – thinking outside the box to better help customers in real time, but also promote proactive support to help deflect similar issues in future
Candidate needs to be passionate about growing within a technical team – working with AI and understanding the tools used day to day
Ability to adapt support style to align with the technical capabilities of the customer.
Previous customer service experience strongly desired.
Fluency in another foreign language is a plus, but not required
Experience or education in working with individuals from diverse cultures preferred.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.