Solution Support Associate

**We help the world run better**
**Solution Support Associate - SuccessFactors Onboarding**
**About the team**:
Our Product Support organization is looking for a Support Associate to join the SAP SuccessFactors team who is driven by a desire to provide our customers with outstanding Support Experience. The primary responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP SuccessFactors Product, specifically to the Onboarding module.
**About the role**:
The Engineering job track is aligned to those seeking to leverage product knowledge with the purpose of delighting our customers in solving technical challenges. There are a variety of specialized roles which fit under this Job Track, including multiple Portfolio lines of engineering support.
Individuals in this position align most frequently with our customers in this role and work collaboratively with local people managers and technical leads to delight our customers.
Key Responsibilities:
1) Deliver Core Customer Support
2) Proactive Support and Innovation Activities
3) Embrace Continuous Learning Culture
**Key Tasks**:
**CORE CUSTOMER SUPPORT**
- Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary
- Resolve known errors by means of SAP Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters
- Reproduce customer issues identifying the root cause and interacting with the development/operations team to provide a final solution to customers when required.
- Perform weekend support and 24x7 support activities as needed.
**PROACTIVE SUPPORT AND INNOVATION**
- Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
- Test internal systems to prevent future issues on customer's systems.
- Support and participate in innovation projects aimed at achieving our Vision and Goals
**CONTINUOUS LEARNING CULTURE**
- Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
- Demonstrate growth mindset by receiving mentoring and coaching
- Attend e-Learning Lessons, Remote Learning Sessions and Classroom Training
- Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
- Maintain your knowledge of new functionality and compliance changes
**Skills**:
- Strong problem solving, organizational, logical and analytical skills
- Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible.
- Ability to work well in a fast-paced environment
- Proven ability to manage multiple tasks or projects with changing priorities.
- Strong time management and prioritization skills.
- Strong ability to capture a complete and accurate problem/symptom description of reported issues.
- Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
- Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.
- "Can do" attitude and team player.
- Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server.
- Working knowledge of Windows, UNIX, Linux based operating systems.
- HTML or XML (JavaScript and css).
**Preferred Qualifications**
Bachelor's degree with a technical discipline and/or professional experience with technical support, consultant or software development
Previous experience with HR software is an advantage
**We build breakthroughs together**
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 367152 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | A

---