Mark Joseph Delfin Email & Phone Number

Philippines

Ncr - National Capital Region, Philippines

Ncr - National Capital Region, Philippines

Clark, Pampanga

Mandaluyong City

SAP HCM Technical Support for US and UK customers of our SAP cloud software.• Specializations (SAP SuccessFactors modules):1. Performance Management2. Goal Management3. BizX Platform (Employee Profile, RBP, Admin privileges etc.)• Trained in various modules:1. Compensation2. Recruiting3. FTP• Troubleshoot and replicates client/customer’s concerns.• Ability to investigate and determine if an incident was an issue.• Handling tickets from p1-very high to p4-low.• Executes workarounds in areas or situations where a system limitation becomes a major problem• Educate the customer and provide troubleshooting steps and guide them how to resolve the HR System issues thru email, chat, and voice support.• Handling proper call escalation, call transfer and redirection of customer concerns.• Analyse, identify and resolve issues/concerns encountered by the customers (SuccessFactors Admininstrators and/or HR Managers) through incidents/tickets, phone call, emails and web meeting.• Create incidents on-behalf of customers (if needed).• Coordinates with Engineering Team and Operations Team regarding issues that requires assistance from them for immediate and more accurate information (such as JIRA and OPS Tickets).• Experienced in XML configurations such as (PM, GM, and data model)• Familiar in SuccessFactors SAP Data Model.• Takes inbound calls for customers who’s in need of instant assistance with minor concerns.• Assisting newly migrated customers regarding new SAP Support portal concerns and issues.