Solution Support Engineer (Hybrid - Pittsburg, PA)

Our Customer is the market leader in enterprise application software, helping companies of all sizes and in all industries run at their best. A top cloud company with 200 million users worldwide, they help businesses of all sizes and in all industries to operate profitably, adapt continuously, and achieve their purpose. Their machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. Their end-to-end suite of applications and services enables our customers to operate profitably, adapt continuously, and make a difference.

We are seeking a Solution Support Engineer on a contract basis to support our Customer’s business needs. This role is hybrid (3 days on-site and 2 days remote/week) in Pittsburgh, PA.

Responsibilities:

• Provide inbound application and functional support for SAP Business Network applications via chat, webform, and phone
• Resolve customer issues and inquiries while meeting established service level objectives
• Resolve the majority of customer issues without escalation
• Document customer requests and resolutions accurately within the CRM system
• Follow established support procedures and documentation standards
• Provide general support to Global Procurement teams
• Deliver professional customer service and maintain positive customer interactions
• Meet or exceed individual performance and support metrics
• Perform additional support duties as assigned

Skills and Qualifications:

• Bachelor's degree or 2-year technical school degree preferred
• Minimum of 3 years of work experience
• Technical aptitude with knowledge of computer hardware, software applications, and internet technologies
• General understanding of backend systems
• Strong troubleshooting and problem-solving skills
• Excellent verbal, written, and telephone communication skills
• Strong customer service and interpersonal skills
• Ability to adapt communication style to different customer technical skill levels
• Ability to work collaboratively in a team environment
• Passion for learning and growing within a technical support environment, including working with AI tools
• Ability to work effectively in a fast-paced environment while meeting service level objectives

Preferred Qualifications:

• Previous customer service experience
• Fluency in an additional language
• Experience or education working with individuals from diverse cultures

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements). Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.