Support Associate

**We help the world run better**
**COMPANY DESCRIPTION**
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.
**WHAT WE DO**:
SAP Fieldglass provides the industry's leading cloud technology for services procurement and external workforce management. More than 400 global businesses leverage SAP Fieldglass' intuitive Vendor Management System (VMS) to gain visibility into its external labor, project-based services including Statements of Work (SOWs), independent contractors and additional flexible talent pools.
**WHAT SETS US APART**:
**SOME OF OUR ATTRIBUTES INCLUDE**:
- We are the VMS market leader in global spend and in March 2014 were named the top company in our industry by Forrester Research.
- Not only an industry leader but a thought leader - SAP Fieldglass keeps customers up to date with VMS industry knowledge on our 'From the Field' blog, FUSE User Exchange and social media accounts.
- We work with the world's leading companies, including AIG, Verizon, GlaxoSmithKline, Johnson & Johnson, CVS/Caremark, United Airlines, Panasonic, Rio Tinto, Monsanto, and many, many more.
**COMPANY CULTURE**:
SAP Fieldglass encourages an open-door policy and a collaborative office environment. Those with an entrepreneurial and can-do attitude keep SAP Fieldglass at the top of its industry. Application Support, Cloud Support Engineer:
- Have an investigative mindset to resolve client and partner inquiries conducting troubleshooting and analysis. Also consult relevant tools or resources to support configurations and releases
- Own communication with users throughout the lifecycle of the case, using empathy and a solution orientation
- Embrace a growth mindset to resolve challenging customer inquiries in complex modules
- Build relationships with key stakeholders through casework, serving as the point of contact for the customer throughout case lifecycle
- Balance caseload with incoming volume and prioritize according to business impact, as indicated by customers' service level agreements
- Communicate proactively and effectively with other business units
- Contribute to documentation and other initiatives to support the growth of the organization, including building knowledge among colleagues
- Be a lifelong learner - take initiative in personal growth and development, as well as supporting the development of others
**WE´RE LOOKING FOR**:
- Experience championing service to customers, preferably in a software support environment
- Customer advocates who use empathy and patience and go above and beyond to add value wherever they can
- Ownership - feel empowered to thoughtfully make decisions with discretion, often with limited information
- Strong analytical and troubleshooting skills with a commitment to quality
- Resourcefulness - relentless in pursuit of solutions to serve the customer
- Excellent communication skills - ability to support technical inquiries professionally, relay information internally, and adapt to varying audiences
- Knowledge of Microsoft Office suite, with a focus on Excel
- Knowledge of SQL is a plus
**QUALIFICATIONS**:
- Bachelor's degree in Business Administration, Information Sciences, or related work experience
preferred
- Previous service experience
- Experience working with call management and ticketing systems
- Ability to work with mínimal supervision
- Professional knowledge of English is required, but also interested in fluency in other languages.
- Spanish is a plus.
**OUR PLEDGE TO FLEX WORK**
At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we **pledge to flex** - providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs. With this pledge, we will provide:
- An inclusive environment in which people have options of work models**:work from home**, at the **office**, or **hybrid**, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
- Flexible work schedules, so employees can adapt their personal needs with their professional activities in a productive and satisfactory way.
- A 100% trust-based workplace as the norm, not the exception.
**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 capabi

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