Executive LMS Support (International Technical Support)

Responsibilites:

• Solve technical issues for customers on SAP Learning, the Training Shop and the CertificationHub
• Communicate clearly, professionally and proactively with customers via ticketing channel
• Manage customer escalations
• Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service
• Take ownership of technical issues and drive to resolution
• Continuously improve service and support processes to increase efficiency
• Drive and manage projects with other support colleagues
• Create root cause analysis of reported incidents for our stakeholders
• Run reports on learning usage triggered through customer service requests
• Deliver on-demand reports to our customers based on their individual needs
• Provide qualitative feedback to (technical) product management for improvements of platforms, tools & processes
• Ensure GDPR compliance for global operations processes

Perks:

• 5 days working from Office, Gurgaon
• Cabs facility both side for hiring zone areas.
• Rotational Shift including night shift.

Desired Candidate Profile:

• 2-4 years of experience in BPO/Call Centre environment with a focus on international voice processes (blended).
• Bachelor's degree in Any Technical Specialization (BCA/B.Tech/B.E.).
• Professional experience in customer engagement
• Experience in escalation management
• Strong communication skills with excellent verbal and written English proficiency.
• Ability to work rotational shifts including night shifts.