**About Us**:
Sapphire is the leading digital transformation provider to the mid-market and mid-enterprise, our mission is to turn operating friction into digital business momentum.
Our purpose is to help the businesses we work with, the people who work in them, and their supply chains and customers work simpler, think smarter, and operate with greater resilience and efficiency.
That's why we deploy the very latest in digital operations platforms to the businesses, ensuring they remove friction wherever it strikes.
**Responsibilities**:
- Answers customer service requests in a timely fashion after assignment by the
support desk co-ordinator- Answers frequently asked questions by responding directly through the service
request and/or supplying reference material to resolve query- Answer customer service requests by demonstrating solutions via Teams or other
online screen sharing tools- Contacting and escalating to SAP support in relation to customer service
requests- Creating basic reports for customers (not SDK)
- Identifying KUA/Gold/Platinum and additional chargeable activities with
appropriate follow up internally/externally.- Highlight requirement for any FAQ Business guides and either:
- Prepare guide based on current ICS template format
- Request assistance from escalation points or Team Manager to help
complete and add recommendations for further information- Update knowledge base
- May be required to performs data migration services to assist with
implementations- May be required to performs fine-tuning activities to assist with implementations
and Service Requests- May be required to performs data cleansing services
- May be required to performs data entry services
- Communicates in a professional and timely fashion with customers both verbally
and in writing- Develops professional and technical knowledge by attending educational
workshops; reviewing technical publications; establishing personal networks;
- reviewing quarterly SAP Business ByDesign updates- Complete on-line SAP BYD courses to support system knowledge as well as
gaining SAP certification.- Maintains complete client confidentiality at all times
- Any other reasonable duties that may be required from time to time
**Skills/Qualifications**:
- Polite/ friendly
- Highly professional
- Wide end-user experience (typically 5 years) in a professional environment
- Excellent telephone manner
- Excellent written documentation
- Ability to present
- Ability to work effectively and remain calm under pressure
- Ability to work independently but equally to be an effective team player
- Quick learner
- Enjoys a challenge
- Highly motivated
- Quick thinking
- Analytical
- Ability to manage time efficiently and effectively
- Knowledge of Cloud computing
- Ability to maintain high levels of confidentiality