Luke Watters
Technical Support Engineer
Dublin
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
4
4
years of professional experience
1
1
year of post-secondary education
Work History
Product Support Engineer
SAP
01.2022 - Current
- Championed a support-driven culture within the organization, emphasizing the importance of excellent customer service to overall business success.
- Offered assistance in implementing and developing training programs.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Participated in regular meetings with management to discuss performance metrics and areas for improvement within the team.
- Maintained up-to-date knowledge of industry trends and competitor offerings, allowing for informed recommendations when addressing customer inquiries.
- Troubleshot complex issues through systematic analysis of symptoms, resulting in efficient problem resolution for clients experiencing difficulties with products or services offered by the company.
- Involved in unit and whitebox testing of the latest feature package releases, highlighting any errors identified to the Development team.
Product Support Associate
SAP
01.2021 - 01.2022
- Troubleshot complex issues through systematic analysis of symptoms, resulting in efficient problem resolution for clients experiencing difficulties with products or services offered by the company.
Intern Support Associate
SAP
1 2020 - 1 2021
- Part of a development team that delivered an onboarding tool aimed at improving the experience and knowledge of future interns once they are hired at the company. This project was developed using the Vue.js framework, HTML, CSS, and JavaScript.
Education
Bachelor of Science - Information Systems And Information Technology
Technological University Dublin
Dublin, Ireland 04.2020 - 01.2021
Skills
Product Testing
Training and mentoring
Software Development
Software Debugging
Documentation preparation
Product Lifecycle Management
Continuous Improvement
Problem-Solving
Remote Technical Support
Timeline
Product Support Engineer
SAP
01.2022 - Current
Product Support Associate
SAP
01.2021 - 01.2022
Bachelor of Science - Information Systems And Information Technology
Technological University Dublin
04.2020 - 01.2021
Intern Support Associate
SAP
1 2020 - 1 2021