Work set-up: Hybrid (3x a month onsite)
Location: BGC, Taguig
Work schedule: Night shift
Job Functions :
- Respond to and manage incoming customer support requests related to SAP EHS Safety Data Sheet (SDS) authoring and integration solutions, and related API solutions through established ticketing systems.
- Analyze, troubleshoot, and resolve functional and technical issues associated with SAP EHSdriven workflows and integrations.
- Partner with customers to identify configuration, data, and process issues impacting compliance, reporting, and operational outcomes.
- Document customer interactions, issue details, root cause analysis, and resolutions in accordance with established support standards.
- Prioritize and manage support ticket workload to consistently meet service-level agreements (SLAs) and customer expectations.
- Escalate complex, high-impact, or recurring issues to Engineering or Product teams with clear documentation and supporting artifacts.
- Collaborate cross-functionally to drive resolution, communicate status updates, and ensure alignment on customer impact and urgency.
- Identify trends and recurring issues, providing feedback to improve product stability, documentation, and support processes.
- Maintain a working understanding of SAP EHS Safety Data Sheet (SDS) authoring and integration solutions, and related API solutions functionality to effectively support evolving customer use cases.
Qualifications :
- Bachelor's degree preferred or equivalent professional experience.
- 35 years of experience in a customer-facing support role supporting enterprise software solutions.
- Hands-on experience supporting SAP EHSbased solutions in a functional or support capacity.
- Experience managing workload using a ticketing or case management system.
- Strong written and verbal communication skills, with the ability to explain complex SAP EHS and system-related concepts clearly.
- Demonstrated problem-solving skills, including the ability to analyze issues, identify root causes, and deliver effective solutions.
- Proven ability to manage customer interactions professionally in high-volume or time-sensitive support environments.
- Ability to understand and interpret customer business processes and compliance requirements.
