Associate Solution Support Engineer

at  SAP

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.

MEET YOUR TEAM:

The Technical Support (TS) – Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) Product Areas of SAP Business Network, SAP Ariba, and SAP Fieldglass within the Customer Support organization. The SAP Ariba team provides global support for customers across the suite of procurement solutions within the categories of Procure to Order, Source to Contract, Supplier Management, and Cloud Integration. The Procurement Apps Support services ensure customers benefit from the deep Product expertise within the team and cross-functional collaboration throughout their support experience.
We are looking for a person who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to functional and technical questions, implementation, deployment, functionality, and usage of SAP Products.

BENEFICIAL SKILLS:

• Additional European Language (German preferred).
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Business Network for Procurement (formerly known as Ariba Network), CIG and supply chain.
  Bring out your best
  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. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

• Provide direct technical assistance with customers via Real Time Channels (Chat, Phone, Webforms) and Service Now (SNOW)
• Own and manage concurrent cases in a ticketing system
• Provide ongoing and timely communication to customers regarding the status of their issues
• Troubleshoot customer issues to resolution
• Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
• Collaborate with and develop strong working relationships with cross-functional, global teams
• Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects
• Provide on-call support during evenings and weekends as required by a rotational schedule
• Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released.
• Using knowledge of SQL and Java to troubleshoot and resolve issues.
• Focusing on customer service, including frequent, high-quality communication
• Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible.