Technical Support Associate

• Handle and resolve complex technical issues related to SAP BW products and components.
• Provide prompt and accurate responses to customer inquiries via case handling platform, chat, and phone.
• Log all customer interactions and issue resolutions in the support database.
• Serve as the primary point of contact for technical support teams, consultants, and partners.
• Assist in diagnosing and resolving complex technical issues, including performance problems, configuration errors, and software bugs.
• Create and maintain troubleshooting guides and documentation for common issues.
• Work closely with quality assurance and engineering teams to identify and resolve product issues.
• Communicate effectively with customers' technical personnel to gather relevant information and provide solutions.
• Participate in cross-functional meetings to discuss and resolve complex technical challenges.