SAP is a leading company that helps the world run better by providing innovative software solutions. The Support Associate role involves troubleshooting and diagnosing customer issues, managing support tickets, and collaborating with international teams to resolve technical problems.
Responsibilities
- You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems
- Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution
- Manage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
- You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems
- Support customers via case management and web sessions
- Identify and fix bugs across the Signavio Suite
- Write automated tests to ensure that code quality is maintained
- Ensure all work allocated and completed is to the agreed company standards and procedures
- Working with teams such as CSP, ask for collaboration and assistance with technical product issues
- Continuous improvement of internal processes and tools to enhance the team’s performance and daily work
- Working with development teams to resolve bugs and reduce technical debt
Skills
- Some experience in Customer Service, ideally in B2B Cloud Software companies
- A team player who can work in an international team
- Experience with working remotely or with remote colleagues
- Strong verbal and written communication skills in English (German for MEE)
- Understanding with DBMS, web applications, ideally Single-Sign-On technologies
- Analytical thinker who is focused on problem solving
- Create and maintain knowledge articles, understanding KCS
- Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint)
- Some experience writing web frontends (ideally React)
- Some experience writing web backends (ideally any Java framework)
Benefits
- SAP North America Benefits
Company Overview
SAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services. It is a sub-organization of Delos Cloud. It was founded in 1972, and is headquartered in Walldorf, Baden-Wurttemberg, DEU, with a workforce of 10001+ employees. Its website is https://www.sap.com.