Frontline Support Specialist (Business Application Support) role provides functional and technical support for enterprise business applications, ensuring effective issue resolution and a high-quality user experience. The role supports business users by translating requirements into system solutions, guidance, or workarounds. Scope and complexity depend on experience level. You will be assigned to a specific topic (shared below), and that topic will be your team.
Key Responsibilities
- Provide day-to-day support for business applications
- Resolve incidents, service requests, and user inquiries
- Translate business requirements into system transactions or technical inputs
- Support application onboarding and adoption
- Collaborate with internal teams and stakeholders
- Document solutions and processes
- Handle escalations and mentor team members (Senior level)
Experience Levels
- Associate: Up to 3 years of IT, customer, or sales support experience
- Specialist: 3+ years of application or business support experience; able to work independently
- Senior Specialist (Fieldglass E3): 5+ years of enterprise application support experience; handles complex issues and acts as SME/mentor
Qualifications
- Bachelor’s degree or equivalent experience
- Strong communication skills
- Experience in support, operations, or project environments
- Exposure to enterprise systems (e.g., SAP, ServiceNow) is an advantage
SAP BASE TEAM (TOPICS)
1. Global CHAT DEAL Support:
- Main support channel: chat & tickets
- The role puts emphasis on multi-tasking, empathy, and communication to detect the right next steps rather than advanced analysis and troubleshooting. Agents should be confident to balance speed and quality as they directly engage with users.
2. Global TRANSACTIONAL DEAL Support:
- Main support channel: tickets and workflows, defined email processes
- Transactional Support agents are generally at a specialist level. The role generally focuses on ‘repeat issues’, therefore applying standard processes and procedures while looking for permanent fixes/solutions.
3. Global TRANSACTIONAL ORDER-TO-FULFILL Support:
- Main support channel: tickets and workflows, defined email or call-out processes
- Order-to-Fulfill support agents are between specialist to senior specialist level. Issues generally require looking at a problem from multiple process, line of business, and technology perspectives to identify the right solution. Agents have a problem-solving mindset, able to detect patterns and engage experts towards building consistent solutions.
4. Global APPLICATION & ANALYTICS Support:
- Main support channel: chat and tickets
- Support agents are between associate (chat) to senior specialist level. Analytical assets frequently require a little advanced ‘deep-diving’ into business strategies and processes, or high-focus on different data points. Issues may be similar in nature but vary in the detail.
5. Global PARTNER Application Support:
- Main support channel: tickets
- Partner Support agents are generally at a specialist level. The role focuses on ‘repeat issues’, therefore applying standard processes and procedures while looking for permanent fixes/solutions.
Baseline support tasks:
- Handle end-user inquiries – detect the problem, troubleshoot, advanced processing, dispatching/deflecting, and/or close/resolve the issue
- Engage in simple exchanges or more complex consultations based on respective roles or levels of expertise
- Exchange best practices and following standard execution models to ensure our services are most efficient and productive
- Participate in, contribute to, or host peer-to-peer learning and networking activities to consistently grow knowhow and expertise on required topics
- Create relevant content to multiply knowhow/troubleshooting guidelines through artificially intelligent channels (e.g. chatbot, self-support portal,...)
- Work with relevant and standardized support infrastructures, adhere to data compliance, and provide suggestions to gain efficiencies.
- Contribute feedback or ideas to support-specific projects for long-term simplification (i.e., collecting feedback within the hub, submit questions for trainings, bring in user feedback...)
- Other task may be assigned from time to time.
