Cloud Product Support Associate Successfactors

**We help the world run better**

EXPECTATIONS AND TASKS
- The Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support Organization, Development & Operations teams and ensuring consistent up-to-date communication with customers.

Detailed Roles & Responsibilities:
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

Ensure compliance with Service Level Agreements within Support contracts (SLAs)

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

Support critical customer issues as part of 24x7 support model

Coverage of real time channels to support our customers

Report errors to development organizations

Participate in Knowledge Management (WIKI content, Knowledge Base Articles)

Open and flexible to work daily or late shift

3) Support Without Incidents

participate in projects aimed at achieving the organizational vision.

Engage with local and global teams in innovative ideas and promoting collaboration across the unit to provide excellence in support services to customers

4) Processes

Get certified in Classroom Training or e-Learning Lessons regarding processes that support ticket resolution

What’s in it for you:

- Meet, work and talk with colleagues and customers from all around the world
- Master SAP software that is being used by industries, governments and multinational companies around the globe.
- Be part of a small, tight-knit team of professionals
- Working collaboratively to provide solutions to customers.
- Learn new skills and technologies that will open paths to many new possible careers. The learning never ends - you are expected to continuously learn and up-skill during your time here.
- Get involved with SAP’s active Community and experience what it is like to be early talent at one of the biggest software companies in the world.
- Get the small startup feel with big enterprise backing.
- Innovate and create new tools that will help SAP run simple. Anything you can think of to make the business run better will get SAP support.
- Join the global SAP Family and become an ambassador for the Support Organization.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills:

- At least 1 year of experience in a customer support environment, SaaS experience a plus
- Advanced/fluent English communication - writing and speaking skills.

Required competencies:

- ** Time Management**:we’re a very busy team, and managing time is a key pillar to ensure collaboration to global queue and great customer experience.
- ** Growth mindset**: we all have successes, as much as we have mistakes. The most important piece is to come prepared to grow through those scenarios and share with us how you overcome challenging situations to bring successful results.

**Communication**: being a person that truly enjoys being in touch with customers and stakeholders to provide best support experience possible to customers.

**Collaboration**: in our team, working in collaboration is what makes us succeed through the challenges. Collab is essential for the team growth, networking growth and reputation in the ecosystem we maintain relationships that support our work to deliver successful support experiences to customers.

**Resilience**: if life gives you lemons, make a lemonade We’re looking for people who is resilient in challenging times, and clearly understands that feedbacks should always be accompanied of proposals on how to solve.

**Analytical thinking and solution oriented**: troubleshooting is a form of art. If you consider yourself a curious person, with critical analytical skills sharpened, this is the place to be Also, we’re looking for people that carries the DNA of daily ticket handling.

Technical Skills:

- Working knowledge of HTML, CSS, JS (Vanilla or jQuery) and REST-based API.
- Working knowledge/hands-on experience on SSO and SAML concepts.
- A good understanding about TCP/IP and SFTP protocols
- Awareness about cloud system architecture and SaaS environment
- A good understanding of SQL and its troubleshooting
- Working knowledge of Service Management ticketing systems
- ABAP knowledge is a plus
- Knowledge in networking infrastructure is a plus

WORK EXPERIENCE: 1+ years of experience in customer facing engagements

**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