support associate product support ( Night Shift)SAP

Job Description
We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!
Key Responsibilities & Tasks
Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.
Key Responsibilities:
1) Deliver Core Customer Support
2) Proactive Support and Innovation Activities
3) Embrace Continuous Learning Culture
Key Tasks:
1) Core Customer Support
Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary
Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters
Perform root cause analysis and provide solutions to customers
Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
Perform weekend support and 24x7 support activities as needed.
2) Proactive Support and Innovation Activities
Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
Test internal systems to prevent future issues on customer's systems.
Support and participate in innovation projects aimed at achieving our Vision and Goals
3) Embrace Continuous Learning Culture
Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
Demonstrate growth mindset by receiving mentoring and coaching
Attend e-Learning Lessons, Remote Learning Sessions and Classroom Training
Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
Maintain your knowledge of new functionality and compliance changes
Carry out new tasks and embrace new projects as requested by leaders in the organization
Experience & Language Requirements
Work Experience
Basic understanding of one programming languageBasic understanding of core business processes
Experienced dealing with IT and standard software (MS Office...)
Language
English: Fluent, 1 other major European Language is desirable
Education
Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.
Professional Training & Certification
Processes in Incident Solving (to become proficient in WIPS during the first couple of months)
Board Area/ LoB Specific Additional Information
Quantitative Key Success Factors
Quality/Number of customer support activities including incidents processed/solved in current queue and backlog, expert chat and schedule an expert sessions.
Quality/ Number of Knowledge Items (KBA, WIKI, Community Discussions) created and Views generated.
Meeting appropriate Customer Satisfaction Rating (CSAT) and receiving feedback from customer surveys, customer feedbacks (SIS).
Adherence to SLA (Service Level Agreements) in in IRT (initial response time), ORT (ongoing response time) and APT (action plan time).
Adherence to processes to handle critical customer escalations in CIM (Critical Incident Management) and P1 (Very high priority incidents).
Qualitative Key Success Factors
Delighting Customers by engaging them in meaningful ways, such as calling customer when deemed appropriate to expedite case closure/resolution time and meeting initial response times with purposeful interactions.
Proactively monitoring queue to spot incidents (IRTs, P1s, Ramp up and astray incidents), transferring incidents appropriately (cross check with colleague, external note to customer to inform of action, internal note to explain reason for transfer) and reducing the priority of incidents whenever appropriate.
Gathering leader feedback from leader on knowledge and expertise to develop self-awareness and working on personal areas in need of development in SAP Talk conversations.
Demonstrating behaviors in accordance with the SAP How we run principles to achieve KPI's
Customer/Partner Interactions
External:
Customer
Partner
Internal:
Product Support
Solution Support
IMS/BST / TD/BU
We build breakthroughs together
SAP innovations help more than 400,000 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 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: [Confidential Information]
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 376358 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.