Sr. Technical Support Specialist – SAP / Vendor Invoice Management

Your Impact

Come join us as a Senior Technical Support Specialist in Sofia, Bulgaria, where you’ll play a key role in supporting our Enterprise clients and helping them get the most out of their OpenText solutions. You will be supporting OpenText Vendor Invoice Management for SAP Solutions (VIM) ,a solution that automates and streamlines the accounts payable process, from invoice capture and validation to approval and posting in SAP. It helps organizations reduce manual work, minimize errors, improve processing efficiency, and gain greater visibility into their invoice workflows.

What the Role Offers

• Providing advanced technical support to clients via phone, email and chat
• Reproducing, troubleshooting and resolving client issues related to the assigned OpenText’s products (VIM)
• Following best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level
• Collaborating with product development teams and other team members to provide high-quality support and quick resolution of client requests
• Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc.

What you need to succeed

• 3+ years in technical support with flexibility for on-call support
• Bachelor’s degree in Computer Science/Technology/Engineering etc. is preferred
• Excellent communication skills in English (both written and verbal)
• Ability to effectively communicate complex technical issues to clients and stakeholders
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing
• Experience working with SAP tools (VIM knowledge is a strong advantage)
• Hands-on experience with incident management tools and support processes (ticketing systems, SLAs, escalation handling)
• Experience in maintaining clear Knowledge Base documentation to support both customers and colleagues
• Hands-on experience with Windows Server administration (services, event logs, task scheduler, IIS)
• Understanding of basic databases, integration, API concepts