Szabolcs Csongar

Register and resolve all service requests
Assign requests to the appropriate L2/L3 support group
Handle requests delegated by other agents/support teams
Ensure client satisfaction with solutions
Check for existing scripts; create proposals if needed
Perform additional tasks as directed by supervisor related to job scope
Lotus Notes account creations/deletions/modifications
Lotus Notes group/mail-in database creations/modifications

Ownership of SAP User Administration processes
Creation of SAP user accounts
Maintenance of SAP Master Data
Assignment of tasks to agents
Participation in Knowledge Transfer sessions and development of scripts and processes based on these sessions
Training new team members and mentoring them during their initial onboarding
Liaising with L2/L3 support teams and providing assistance as needed
Ensuring Quality Assurance

Training for new team members
Engage in Knowledge Transfer sessions
Maintain communication with the engineering teams and the US Customer Success team
Conduct weekly JIRA ticket review meetings
Mentor and support CS team members
Create schedules for CS team members

Oversee customers' SAP instances using the AVANTRA monitoring platform
Manage and resolve incoming support tickets
Apply patches to operating system environments
Generate weekly and ad-hoc reports for clients
Maintain and ensure the stability of SAP and OS systems
Respond promptly to any anomalies detected within customers' SAP systems