Kristiyan Genchev

Analyzing issues related to SAP and its modules, including SD, MM, PM, PP, WM, and IBP. Providing initial troubleshooting and escalating cases when necessary.
Additionally, I am a member of the SAP Access Management team, responsible for role assignments and permission management and user creation. My key responsibilities also include creating user accounts for external employees and vendors.

Providing first-line technical support to German-speaking customers, addressing issues related to software, hardware, and network connectivity.

• Problem Diagnosis: Accurately identify and diagnose technical issues based on customer descriptions and diagnostic tools, guiding users through step-by-step solutions.
• Escalating more complex or unresolved issues to 2nd or 3rd level support teams, providing detailed documentation of the problem and the steps taken so far.
• Maintaining accurate records of customer interactions and support activities in the ticketing system, contributing to knowledge base updates and process improvements.

Responding to as many as 40 incoming calls, emails, and live chat requests from German-speaking customers, addressing inquiries related to electricity and gas services, including account setup, meter readings, and billing;