Customer Support Specialist

SAP LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1300+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management.

We are looking for a Customer Support Specialist, based in our Boston office, who will help evaluate and support customer‘s request to support. As part of the Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to analyze and enable our customers to efficiently and effectively use the SAP LeanIX product suite while attempting to resolve their issues. You will be building strong relationships with our valued customers, understanding their needs, and educate them on the product functionality.

The Customer Support Specialist role is an excellent pathway into the Customer Success Engineer as this role will be given the opportunity not only to learn about SAP LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Specialists have gone on to thrive not only in the Support organization but as a Success Engineer, Product Development and Customer Success Management, as well.

Customer Support Specialist (m/f/d)

hybrid and based in Boston, MA

WHAT IS WAITING FOR YOU?

• You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience.
• Provide initial response, operational assistance, and development of software workarounds and/or resolutions.
• Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.
• Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
• Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.
• Ensure all issues are systematically tracked, escalated, and communicated.
• Extensive participation in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice and insight to enhance the product.
• Continuously improving the knowledge base and educating team members on improvements
• Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non-technical contacts
• Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our knowledge base.
• Ability to showcase the potential of the support team to other teams and departments.
• Ability to take complete ownership of parts of the support process.
• Serves as a mentor and gives guidance to colleagues and new hires.
• Able to think outside of the box to come up with creative solutions to fulfill the customers use-case.

WHAT ARE WE LOOKING FOR?

• 1-3+ years of relevant work experience in problem analysis case resolution.
• Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.
• Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.
• Strong written communication in a second language (German, French, Spanish, or Portuguese) is a plus
• Basic technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (SAP LeanIX, iServer, ServiceNow, Ardoq)
• Understanding of Customer Support KPI/Metrics
• Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
• SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
• Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio)
• Passion for solving technical problems.

#-Hybrid