Consumption Support Specialist

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.

WHAT YOU BRING

We are seeking for highly motivated Support Specialists with a passion for customer satisfaction. The ideal candidate is motivated to learn, has strong collaboration and communication skills and enjoys working in an agile environment with globally distributed cross-functional teams.

To qualify for the job, you should bring the following abilities

• Bachelor’s degree in Business, Computer Science, Information Technology, or a related field.
• Min. 2 years of experience in support position (preferable) or equivalent work experience. Good level of Support and Finance knowledge
• Good level of understanding of consumption models and the ability to troubleshoot and resolve complex issues efficiently
• Very strong analytical and problem-solving abilities, with a customer-centric mindset.
• Familiarity with support management tools and ERP/CRM software
• Excellent English communication skills (verbal and written), with the ability to communicate complex technical and financial information clearly.
• Team player with positive attitude and high level of stress resilience

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. You act as a dedicated point of support contact for customers, partners, and internal stakeholders and drive problem resolution end-to-end.

The role includes the following activities:

• Actively manage ticket inbox, monitor incoming support requests, answer support incidents within defined Service Level Agreements (SLAs) and drive problem resolution end-to-end
• Review incoming tickets and check against contractual documents, correspondence, and consumption records. Identify customer related information and verify consumption data in different systems
• Align on customer intention with internal stakeholders and define appropriate problem resolution path
• Proactively interact with other SAP support functions and identify appropriate external support resources
• Assign tickets to appropriate external resources and process support requests across external L1, L2 and L3 support levels to final resolution
• Actively cooperate with consumption billing team contributing to complex cases resolution
• Drive root cause analysis to further enhance and stabilize billing system