A22-005_Technical Support Engineer

Job Title

 Technical Support Engineer - SAP

Location

India 

Job Purpose

The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement.  In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products.

Key Responsibilities

• Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
• Provide prompt and accurate feedback to customers.
• Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.
• Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
• Take issues elevated from Associate Technical Support Engineers as needed and directed by management.
• Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
• Use approved protocol to communicate with Development engineers on the analysis of software issues.
• Elevate hot fix requests to support managers for processing based on approved protocol.
• Participate in regular support team meetings.
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
• Prepare test systems for replication of user issues. 

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Skills and Knowledge Required

Required Skills and Knowledge:

• Strong Experience with SAP application particularly FI/MM modules.
• Knowledge of ABAP language and logic
• Have an understanding of SAP Vendor Master data.
• Be familiar with business purchasing processes especially Accounts Payable

 Desired Skills and Knowledge:

• 1^st and 2^nd Line Support for our Clients
• Excellent analytical and problem solving skills
• Demonstrates initiative and is self-starting, motivated and committed.
• Excellent verbal and written communication skills in English, via email and phone
• Needs to show consistent, pro-active “can-do” attitude
• Works well under pressure
• Able to lead by example
• Ability to prioritize and delegate tasks
• Demonstrate motivational leadership
• Positive and outgoing approach
• Ability to multi task.
• Confidence to deal with personnel operating at Senior Management level
• Well organized and punctual

Kofax, Inc. is an Equal Opportunity Employer M/F/Disability/Vets