Consumption Support Specialist CoE

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.

Consumption commercial models are gaining more and more relevance for SAP. This is why the GFS Consumption CoE is growing. In this position, you will be responsible for providing post-sales support for billing and consumption related issues and inquiries and acting as dedicated point of support contact for customers, partners, and internal stakeholders. We are seeking for highly motivated Support Specialists with a passion for customer satisfaction and strong resolution capabilities for complex topics. The ideal candidate is willing to learn with strong collaboration and communication skills and enjoys working in an agile, fast-paced environment and with globally distributed cross-functional teams.

The role of the Consumption Support Specialist includes the following activities:

• Provide post-sales support for billing and consumption related issues / inquiries and act as dedicated point of contact for customers, partners, and internal stakeholders (i. e. Account Executives)
• Actively manage ticket inbox, monitor incoming support requests, answer internal/external support queries within defined Service Level Agreements (SLAs) and drive ticket/problem resolution end-to-end
• Review incoming tickets / inquiries and check against contractual documents, correspondence, consumption records. Identify customer related information and verify consumption data in different systems
• Align on customer intention with customer and/or Account Executive and define appropriate problem resolution path
• Proactively interact with other SAP support functions and identify appropriate external support resources if L1 resolution is not possible.
• Assign tickets to appropriate external resources and process support requests across external L1, L2 and L3 support levels to final resolution (request data, active follow-up, and status tracking)
• Actively cooperate with consumption billing team contributing to complex cases resolution
• Drive root cause analysis to further enhance and stabilize billing system
• Actively drive ticketing process optimization to enhance support service
• Update customer data in relevant applications / systems
• Pro-actively support escalation manager in case of incident escalation
• Support maintenance of support knowledgebase