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.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• 3rd level degree in IT related discipline
• SAP qualifications such as SAPTEC, TERP10 or similar advantageous.
• Strong communicator and a skilled listener.
• Outstanding customer interaction skills.
• Analytical outlook with good aptitude for problem-solving.
• Teamwork mindset.
• Ability to work in a global team across multiple time zones.

WORK EXPERIENCE

• Prior internship or fulltime experience in Technical Support, Software Development, IT, or Quality Assurance of up to 2 years beneficial.
• Experience in ABAP or other SAP environments helpful.
• Previous experience with Knowledge Management strategies.
• Experience working with customers across multiple channels desired. (Chat, Virtual sessions etc.)

PURPOSE AND OBJECTIVES

As a Technical Support Associate, you will work in a technically challenging and rewarding environment supporting our customers across a variety of mediums. This role would suit candidates with a diverse and varied skillset. A success candidate will have evidenced strong customer service skills, a technical mindset and an ability to deliver in a fast-paced environment. The role will require flexibility to adapt to tasks, processes and requirements which reflect the global nature of the product support organisation.

EXPECTATIONS AND TASKS

• Providing professional, courteous and prompt technical support (via multiple channels) for the HANA product family.
• Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service.
• Document technical solutions via the SAP Knowledge Management Strategy.
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
• Maintain poise and professionalism in all customer interactions.
• Adapting to business needs is a requirement, shift work / weekend work may or may not apply.
• Engage with and help drive customer support initiatives.