Technical Customer Support Speciialist

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.
The SAP community of employees, partners and customers is vast - the SAP Community Network (http://scn.sap.com) has over 2.5 million members and the Americas’ SAP Users’ Group (http://www.asug.com) has over 3,700 member companies in more than 17 industries.
The worldwide Product Support team of ~3000 is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre! We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.
Make a difference - become a member of the SAP Community and help the world Run Better.

EDUCATION

• University degree or College diploma program in Computer Science, Business and Technology, or related areas. Equivalent professional experience will be considered.

SKILLS AND COMPETENCIES

Required:

• Excellent diagnostic and technical analysis skills
• Ability to assess, plan and troubleshoot while collecting information about the customer issue.
• Solid understanding of Internet technologies
• Familiarity with general business terms and processes
• Excellent English communication skills (written and oral)

Preferred:

• Knowledge of ABAP
• Experience working in Customer Service and Support organization.
• Experience in SAP S/4, SAP ERP, or other vendor business solutions
• Experience working with customers in a support environment is a plus.
• ABAP Debugging and Troubleshooting
• Good Object-Oriented Programming Concepts, Data Structures, Algorithms

EXPECTATIONS AND TASKS

Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

KEY TASKS:

1) Incident Solving

• Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters
• Perform root cause analysis and provide solutions
• Achieve a good level of customer satisfaction
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Share and document knowledge through creation of WIKI entries and Knowledge Base articles

2) Additional Tasks

• Participate in weekend support/ 24x7 support activities
• Report errors to development organizations
• Participate in Knowledge Management (WIKI content, Knowledge Base Articles)

3) Support Without Incidents

• participate in projects aimed at achieving the organizational vision.
• Carry out new tasks as requested e.g. participate in Real-time support (chat) in cooperation with an experienced support engineer.