At SAP, we empower you to bring out your best. Our company culture is centered around collaboration and a shared passion for helping the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that values diversity, flexibility, and alignment with our purpose-driven and future-focused work.
Key Responsibilities
* You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple environments/platforms and application systems.
* 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 schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers.
* You will thoroughly document all issues, develop and review content for knowledge base using KCS.
* You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
* Support customers via case management and web sessions.
Internal Improvement and Collaboration:
* Ensure all work allocated and completed is to the agreed company standards and procedures.
* You assist in the QA of beta products and pre-GA versions.
* Other teams, such as CSP, rely on your help and assistance with technical product issues.
* Helping the development or improvement of internal processes and tools to enhance the team's performance and daily work.
Requirements
* 3+ years' experience in Customer Service, ideally in B2B Cloud Software companies.
* A team player who can work in an international team.
* Experience with working remotely or with remote colleagues.
* Strong verbal and written communication skills in English & German (mandatory for MEE region).
* Strong analytical thinker who is focused on problem solving.
* General understanding of SaaS/Cloud and On-Premise systems.
* Experience in working with DBMS, web applications and Single-Sign-On technologies.
* Experience using KCS to create and maintain knowledge articles is a benefit.
* Experience working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint).
* Knowledge and working with Git is a benefit.
About Us
We are building on SAP's intelligent enterprise strategy, assisting our customers in navigating through their digital transformation and helping them understand and improve their business processes in a data-driven way. Together, with the acquisition of SAP Signavio, a recognized and strong market leader in the process excellence and intelligence area, 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.
Why Join Us
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. As 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 win with inclusion: SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, 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. We ultimately believe in unleashing all talent and creating a better and more equitable world.