KUKA_DUMMY_ROLE
On-siteBudapest, Budapest, Hungary
Job Summary
Provide 2nd level support for licensing-related processes within the global my.KUKA ecosystem, ensuring efficient resolution of customer requests and system-related issues. Manage and resolve support cases in Salesforce and Freshservice, including access-related issues, assignment errors, and license management requests. Investigate, reproduce, and analyze reported incidents, validating root causes and coordinating with Product Owners to support defect resolution and system improvements. Act as a key interface between customers, Product Owners, Hotline teams, and internal stakeholders, ensuring effective communication and collaboration across support processes. Create, maintain, and continuously improve documentation related to licensing processes, Salesforce operations, interfaces, and technical solutions across the my.KUKA platform and Azure environments. Conduct functional testing and quality assurance activities for new releases, enhancements, frontend and backend functionalities, and system integrations. Maintain and configure license-related objects within Salesforce, ensuring alignment with product portfolio changes and business requirements. Perform data loads and data maintenance activities to support Product Management, Hotline, and Product Support teams. Drive continuous improvement initiatives for licensing processes, documentation standards, and support operations in collaboration with international teams.
Required Qualifications
- Experience in Salesforce administration, support, operations, or a comparable application support role
- strong understanding of Salesforce platform functionality, case management processes, and licensing-related workflows
- familiarity with ticketing and IT service management tools such as Freshservice, ServiceNow, or similar platforms
- strong analytical and problem-solving skills with the ability to investigate, reproduce, and troubleshoot complex technical issues
- excellent communication skills with the ability to collaborate effectively with customers, business stakeholders, and technical teams
- ability to work independently while managing multiple priorities in an international environment
- strong communication skills in English, both written and spoken
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