Product Support Associate

3 semanas atrás

Porto Alegre, Rio Grande do Sul, Brasil SAP Tempo inteiro
**We help the world run better**
**ABOUT THE ROLE**
Support associate who is driven by a desire to provide our customers with outstanding technical customer service. The primary responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.
The consultant will need the ability to support complex environments that include a variety of operating systems, platforms, and databases.
**EXPECTATIONS AND TASKS**
- Enable customers to implement and operate their SAP solutions efficiently by providing state-of-the-art support services.
- Collaborate closely with partners, as well as with various other SAP departments, like Consulting and Sales.
- Managing internal and external escalations incl. Customer communication (if required)
- Temporarily safeguard customers in critical/escalated situations
- Orchestration of experts for fast issue resolution
- Analyze and resolve reported incidents by means of knowledge databases and/or verifying customizing entries or hardware parameters
- Root Cause Analysis of reported incidents
- Call deflection (productizing knowledge, moderating forums, knowledge sharing etc.)
- Participation in global projects around support processes, infrastructure requirements and quality assurance
- Report errors to Development
- Provide consulting for customers on procedural issues and queries
- Provide weekend and evening shift as scheduled
**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Degree in Information Technology/Computer Science/Computer Engineering or similar areas or University Students expecting to graduate in the next two years
- Knowledge in Object Oriented Programming (Java, C++, ABAP/4 etc)
- Excellent customer focus and communication skills (oral/written)
- Problem solving/analytical skills
- Flexible approach to working in teams as well as environment
- Fluent in English (Spanish skills would be a benefit)
- Accounting, Financial, or banking knowledge is an advantage
**WORK EXPERIENCE**
- Experience or eagerness to learn in an IT related area, e.g. consulting/support/development job appreciated; Fresh graduates with strong inclination towards technical work may also apply;
- Familiarity with Business Software (SAP or comparable solutions) and/or Business Processes;
- Prior Industry experience providing technical support for enterprise software is a plus.
**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: 347130 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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