Sap support associate
Job details
We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? 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. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. What You’ll Do Your daily work will contain the following, what you will be doing mostly: Issue Resolution
- You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
- 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 tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
- 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
- Ensure all work allocated and completed is to the agreed company standards and procedures.
- Working with teams such as CSP, ask for collaboration and assistance with technical product issues.
- Continuous improvement of internal processes and tools to enhance the team’s performance and daily work.
- Some 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 for MEE)
- Understanding with DBMS, web applications, ideally Single-Sign-On technologies.
- analytical thinker who is focused on problem solving is a plus
- create and maintain knowledge articles, understanding KCS is a plus
- Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint) is plus
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