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Bilingual SAP Support Specialist (Closed)

Our client, a globally recognized retail brand is currently seeking an Bilingual SAP Support Analyst with a focus on Order to Case or OTC. The Level I Team supports remote users in SAP and other related software. This support includes, but is not limited to, providing how-to knowledge to business users, reviewing and publishing training/knowledge documents, analyzing system problems and escalating system issues to appropriate team members.

About the Opportunity

• Provide technical assistance and support via phone, email, and chat, for incoming queries and issues related to SAP Order to Cash OTC issues
• Noting and reporting common trends in call load for escalated resolution of possibly systemic issues
• Excellent problem-solving skills, the ability to correlate events, and the ability to facilitate the communication between multiple parties from different technical disciplines to resolve complicated issues, and finally communicate the resolution to the affected parties
• Log all support incident interactions and inform management of recurring problems
• Identify the difference between trends that merit escalation from outlier situations
• Develop, contribute to and maintain a clear and concise knowledge base
• Assist users in various aspects of SAP (including, but not limited to Order To Cash)
• Participate in intra/cross group training and improvement counseling with peer analysts, IT Operations, programmers, and other technical staff as needed
• Provide SAP Level I support over the phone, e-mail or through their ticketing software
• Resolve simple SAP incidents and manage requests and problems with limited support
• Escalate Level II requests to the appropriate team members
• Be the primary point of contact through problem diagnosis and resolution
• Help ensure service level agreement (SLA) benchmarks achievement
• Monitor the progress of requests for support and ensure users are kept informed

About You

• College diploma or Degree
• 2 years of SAP experience (preferred) specifically with SAP Order to Cash or OTC
• Fluently Bilingual (French/English)
• Experience working in a Customer Service or technical support role
• Willing to work outside of normal business hours to support activities and projects when necessary
• Experience with User Acceptance Testing
• Experience with creating and running Test Scripts
• Understanding of business processes
• Experience with Code Transactions
• Experience in retail is highly desired
• Understanding Service Desk Metrics, KPIs
• Strong ability to utilize metrics to improve call volume, user wait time, and abandoned calls
• Posses independent thinking and analysis while providing creative user solutions
• Self-Motivated and responsible with the ability to work in a remote environment
• Quick and accurate typing skills to ensure correct entry of service request details
• Self-motivated with the ability to manage and prioritize tasks
• Superior customer service and interaction skills
• Demonstrated experience with root cause analysis
• Experience using a ticketing system of any kind
• Excellent Oral and written communication skills including documentation

How to Apply

Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #28597.

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.