Respond to and manage incoming customer support requests related to SAP EHS Safety Data Sheet (SDS) authoring and integration solutions, and related API solutions through established ticketing systems.
Analyze, troubleshoot, and resolve functional and technical issues associated with SAP EHS–driven workflows and integrations.
Partner with customers to identify configuration, data, and process issues impacting compliance, reporting, and operational outcomes.
Document customer interactions, issue details, root cause analysis, and resolutions in accordance with established support standards.
Prioritize and manage support ticket workload to consistently meet service-level agreements (SLAs) and customer expectations.
Escalate complex, high-impact, or recurring issues to Engineering or Product teams with clear documentation and supporting artifacts.
Collaborate cross-functionally to drive resolution, communicate status u...
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