• Provide exceptional remote-based support for mission-critical SAP HR/Payroll applications as part of our global customer support team. • Solve customer issues using methodical troubleshooting based on expert knowledge of SAP HR/Payroll functionality and technology in complex ERP environments. • Work closely with customers as issues arise to understand their needs, support business change and deliver a consistently high-quality customer experience. • Provide remote-based support for all aspects of the functional and technical features of SAP HR/Payroll including SAP Payroll and Time Management configuration. • Support UK Local Government issues including Multiple Employment, LGPS and Teachers Pension, RTI and EOY. • Develop application break fixes for critical product defects. • Manage one or more key assigned accounts as a technical/functional advisor. • Collaborate with team members in a virtual team environment to extend field experience to different client situations. • Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes to improve the client experience.

• Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication. • Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact. • Provide expert technical support on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams to ensure seamless customer resolution. • Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions. • Work closely with team leadership to identify emerging issues before they become widespread, contributing to proactive risk mitigation. • Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability. • Knowledge base management (Confluence) & VIP customer communication management.

• Perform emergency repairs and preventive maintenance • Maintain active communication with customer support center staff • Provide comprehensive technical support for the sales team • Manage assigned spare parts inventory

• Technical Support of Upland products • Interact with customers via phone/email to provide effective service and support • Report product or solution problems to engineering and follow-up on resolution • Execute installations and upgrades • Identify areas for improvement and make constructive suggestions for change • Continually seek opportunities to increase client satisfaction and deepen client relationships • Ensure customer satisfaction through reporting, follow-up and appropriate problem closure