L1 Support - Junior SAP Hybris Developer

SAMSUNG SDS inspires and empowers digital revolution with cutting edge technologies and always strives for excellence. We would like to inform we have appointed Speed Management Poland to conduct our recruitment processes and support with candidate selection.

JOB TITLE: Junior SAP Hybris Developer (L1 Support)

CONTRACT: B2B preferred (contract with benefits package including private medical care, sport card and holiday allowance).

WORK PLACE: Warsaw / Hybrid / Remote in Poland.

PURPOSE OF THE JOB:

Strategically Samsung has highly aspirational sales plans for our direct to customer business and we are currently developing this model for the existing predominantly B2B business. Our vision is to ensure that Samsung.com is the Beacon within the online market offering our customers a premium proposition, online and service experience that reflects our brand and products.

The L1 - Support Engineer is responsible for providing high-quality technical support for Samsung sell-out e-commerce platform to internal customers, developers and prospects across the Subsidiaries and third party service providers - through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our internal customers achieve success using our e-commerce platform. The job involves handling and resolving complex technical and functional queries from customers across Europe.

This is a new team that is part of the e-commerce. The team will benefit from interaction with multiple organizations to ensure the successful and flawless operation of the e-Commerce platform. Members of the team will work closely with the L2 Developers, AEM, DevOps, Jira, SAP, third-party partners and Enhancement teams to provide technical support for issues related to the platform.

Deliver premium and proactive issue management including maintaining ecommerce/web platforms;Developing workarounds, troubleshooting production support issues and resolving them in a timely manner;Analysing user experience problems and helping build solutions that meet business goals.

KEY ACCOUNTABILITIES:

Help efficiently resolve technical queries for internal customers;Gather the required information necessary in order to best handle customer technical issues;Manage customer expectations regarding estimated response times for issue resolution;Resolving the issues through Jira, phone, chat and email communication channels;Meet SLAs response and resolution times by partnering with L2 and L3 Support organizations;Author knowledge base articles outlining common issues resolution;Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate;Partner with various organisations for strategic projects when needed;Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

SKILLS NEEDED:

Hybris experience and knowledge will be a significant advantage.Excellent ability to learn and articulate software-related and technical concepts;Good debugging skills;Bachelor’s Degree in Computer Science Engineering (or related technical discipline);2-4 years of relevant experience in L1 technical customer support (ticketing system, voice and email), with a strong customer interaction experience within e-commerce platform, Hybris/SAP preferred;Strong attention to detail when communicating with customers (verbal & written);Ability to efficiently interact with multiple organizations;Passion to be a part of a hardworking and winning team;Ability to multitask in a fast-paced environment;Excellent Customer Service Orientation;Expertise working with SAP Hybris;Strong documentation skills;Familiarity with store Front-end and Back-end technologies;Working knowledge of SQL, Java related technologies;Cross-functional team experience, excellent configuration and development skills.

SUCCESS:

SAP Hybris hands-on experience;Excellent ability to learn fast;Attention to details;Technical literacy;Programming in one or more commonly used technologies.

TOOLS:

Jira & Confluence;Third-party tool;SAP Hybris;AEM.

KEY LIASONS:

Samsung marketing and commercial teams;Samsung Project Management Office;Accenture Interactive teams;Adobe Experience Manager teams;Maintain good and strong relationships with all key liaisons.

EDUCATION:

Educated to degree level or equivalent.

We kindly inform that Speed Management reserves right to contact only selected candidates.

Key Skills

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