We enable you to bring out your best at SAP. Our culture is focused on collaboration and a shared passion for helping the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work.
Key Responsibilities
* Troubleshoot and diagnose customer issues of greater complexity independently. Investigate and resolve such issues, which may involve multiple computer environments/platforms and application systems. Keep the customer updated in real time and provide consistent, world-class support.
* Interact with network services, software systems, and applications.
* Assist end users in using the software by providing best-practices and guidelines, answering all queries politely and efficiently, and providing a timely response and resolution.
* Manage your own queue of customer tickets, which includes determining priority levels and negotiating and setting expectations with customers.
* Thoroughly document all issues, develop and review content for knowledge base using KCS.
* Work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
* Support customers via case management, web sessions, and be recognized as an expert in the support of the suite.
Internal Improvement and Collaboration
* Create and develop internal relationships, and actively participate in business development activities.
* Help with the development or improvement of internal processes and tools to enhance the team's performance and daily work (identify & improve processes/procedures/automation).
* Be a role model by assisting in projects/issues/tasks through to completion, including mentoring other engineers.
* Ensure all work allocated and completed is to the agreed company standards and procedures.
* Drive initiatives with quality of bringing an idea from conception to deployment.
* Other teams, such as CSP, rely on your help and assistance with technical product issues.
* Assist in the QA of beta products and pre-GA versions.
Requirements
* 6+ years' experience in Customer Service, ideally in B2B Cloud Software companies.
* A team player who can work in an international team.
* Self-motivated, proactive, and have a passion for continuous learning.
* Experience with working remotely or with remote colleagues.
* Strong verbal and written communication skills in English (German for MEE) (more languages are a benefit).
* Strong analytical thinker who is focused on problem solving.
* General understanding of SaaS/Cloud and On-Premise systems.
* Experience using KCS to create and maintain knowledge articles.
* Knowledge of programming or script languages is a benefit.
* Experience in working with DBMS, web applications, AD/LDAP and Single-Sign-On technologies.
* Experience working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint).
* BASIC KNOWLEDGE OF DATABASES (MYSQL, MS SQL, ORACLE, NOSQL MONGODB)
* BASICS OF AGILE PRINCIPLES AND/OR FUNDAMENTALS
About Us
We are creating a comprehensive, end-to-end Business Process Intelligence offering for our customers. Our purpose is to help our customers innovate in an ever-changing world.
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
We are a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.