SAP L1 Support Executive

2 hours ago

Cochin, Kerala, India Mantle Solutions Full time

Qualifications: Master s degree in business administration

Experience 1 - 3 Years

We are looking for young professionals to our SAP Team who can handle end user issues in SAP HR platform and provide a world class customer service to achieve customer experience excellence.

Main Responsibility

  • Attend end user inquiries/issues through Phone, chat, and email.

  • Responsible for triaging tickets from end user and then prioritizing tickets.

  • Actively identify the root cause of issues and prescribe solutions or alternatives to resolve it.

  • Escalation of unresolved issues to L2 Support Team.

  • Take ownership of issues reported and see problems through to resolution.

  • Liaison between cross functional team and end users.

  • Build sustainable relationships and engage end users by taking the extra mile.

  • Ensure KPIs are met consistently to achieve customer experience excellence.

Scope of the role:

  • Provide prompt and accurate response to end users and guide users with simple, step-by-step instructions.

  • Resolution of issues and timely closure of tickets based on priorities.

  • Ensure escalation processes are followed.

  • Keep records of end user interactions, details of inquiries and comments, as well as actions taken.

Requirements:

Knowledge (Technical/Functional)

Exposure to SAP configuration in SAP HR modules

Skills:

Excellent verbal and written Communication, Cross functional coordination, Strong multi-tasking, attention to detail, analytic problem-solving skills.

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