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.

DESCRIPTION

You will work directly with Customers & Partners using SAP tools & Support Systems & Real time channels to solve their technical issues and allow to use SAP’s products as expected, in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Product Support processes. Your key focus will be our Customer satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged and many good ideas from our Engineers already became success stories in our transformation journey. In this role, a key element is ensuring your adherence to SAP’s Core Values and commitment to provide a best of class experience to both our internal/external Customers and colleagues

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• 3rd level degree in IT or related discipline
• SAP qualifications such as WIPS, SAPTEC or similar would be helpful
• Strong communicator and a skilled listener
• Fast learner with IT affinity
• Outstanding customer interaction skills
• Customer and Quality focus
• Analytical outlook with good aptitude for problem-solving.
• Teamwork mindset
• Ability to work in a global team across multiple time zones and diverse cultures.

WORK EXPERIENCE

Required experience:

• Fulltime experience in Technical Support, Software Development, IT, or Quality Assurance of up to 2 years.
• Understanding and adoption of Product Support E2E Methodologies (Swarming, Pulse, Knowledge Management).
• Experience working with customers across multiple channels (Chat, Virtual sessions etc.)

Preferable experience in some of the following areas:

• Basic knowledge in network stuctures, SAP system landscapes and basis administration tasks
• Basic knowledge about SAP Product Portfolio / SAP Technologies
• Knowledge of basic debugging steps

PURPOSE AND OBJECTIVES

As a Product Support Engineer, 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 successful 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)
• Collaborating/Swarming with fellow support colleagues and Development teams when required both locally and globally and other internal organizations to provide superior customer service.
• You will share knowledge by creating KBAs, discussing solutions with colleagues, and participating in the SAP Community by Answering Questions, Writing Blogs, etc
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
• Maintain poise and professionalism in all customer interactions.
• You will perform analysis in Customer`s frontend and SAP’s backend system
• Adapting to business needs is a requirement, shift work / weekend work may or may not apply.
• Engage with and help drive customer support initiatives.