Job Description of a Product Support Engineer

Birlasoft is a partner of SAP across ERP Implementations, Product Support and Cloud Development. This partnership is more than 2 decades and has been consistently evolving towards expansion. SAP Business Intelligence is one such Product Suite that has been a crucial product offering in the space data analytics and has a customer base of more than 10,000.

 
Key Responsibilities:
  • Issue Solving – Troubleshooting and providing technical resolution on issues reported by customers through tickets, chat or expert mode, for enterprise product suite like SAP Analytics, Business Intelligence, etc.
  • Knowledge Transfer – Continuous technical upskilling for self and the peers, documentation of accrued knowledge
  • Additional Tasks
 
Key Tasks:

1) Case Solving – on Portal and Expert Chat

  • Resolve known errors by means of documentation - SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
  • Perform root cause analysis and provide solutions in complex environments for specific fields/areas
  • Achieve a high level of customer satisfaction through individual case work
  • Escalate on time and good quality – keep incidents aged days to a minimum
  • Enterprise Support KPI adherence
  • Very High incident handling
  • Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching and on the job training
  • Participate in weekend support activities as required
  • Provide extended and 24 hour coverage if required
  • Report errors to development organizations
  • Involvement in case reduction tasks like creation of Knowledge Base Articles and notes, contribution in community and, forums

 

2) Knowledge Transfer

  • Coaching and Mentoring
  • Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
  • Deliver standard application/technology trainings and workshops
  • Perform knowledge transfer to internal staff and external customers & partners
  • Produce e-Learning Content (Forums/Wiki to help with incident deflection)
  • Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally

 

3) Additional Tasks

  • Product specialization – be a product expert in at least one product area
  • Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL
  • Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation)
  • Participate in internal projects driven by internal requirements
  • Be involved in CoE/IMS activities driven by business requirements
  • Take initiatives improving team’s performance and efficiency