Requisition ID: 252776Work Area: Customer Service and SupportExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time
COMPANY DESCRIPTIONSAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Key Areas of Responsibility and Tasks
Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.
Key Responsibilities:
1) Incident Solving
2) Additional Tasks
3) SWI
4) Processes
Key Tasks:
1) Incident Solving
Resolve known errors by means of SAP Notes, Knowledge Base articles, solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters
Perform root cause analysis and provide solutions
Achieve a good level of customer satisfaction
Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
Share and document knowledge through creation of WIKI entries and Knowledge Base articles
2) Additional Tasks
Participate in weekend support/ 24x7 support activities
Report errors to development organizations
Participate in Knowledge Management (WIKI content, Knowledge Base Articles)
3) Support Without Incidents (SWI)
Contribute ideas to help towards the PS vision of SWI
Volunteer to participate in projects aimed at achieving the PS vision of SWI
Carry out new tasks as requested by STM, GFM or GSC Head to help achieve the PS vision of SWI
4) Processes
Get certified in Classroom Training or e-Learning Lessons regarding Cloud Product Support processes
With increasing experience, supervision of Mentor or Coach decreases while customer interaction increases. Consequently other responsibilities increase e.g. for the content of Knowledge Base Articles and WIKI content, providing 24x7 support
Experiences & Language Requirements
Basic understanding IT
Basic understanding of core business processes (hereunder HR processes)
English: Fluent
Education
Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: ********** or **********, APJ: **********, EMEA: **********).
Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:
