At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
We are looking for a person in São Leopoldo, Brasil who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.
What you'll do
Enable customers to implement and operate their SAP solutions efficiently
Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service
Perform the root cause analysis of reported incidents
Participate in global projects around support processes, infrastructure requirements and quality assurance
Provide solutions to technical and functional issues impacting customers' business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
Provide consulting for customers on procedural issues and queries
Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions
Maintain personal broad knowledge of product area and deep component expertise
Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
Provide weekend and evening shifts as scheduled when necessary
Maintain and follow personal development plan by leveraging formal training and knowledge plans including adhering to Key Performance Indicators (KPIs)
Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
Familiarize yourself and act in accordance with SAP Support Strategy and Culture
Handle escalated customer issues
Proactive Support and Innovation Activities
Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)
Test internal systems to prevent future issues on customers' systems
Support and participate in innovation projects aimed at achieving our Vision and Goals
Show an ability to adapt to changes and a flexible approach to working with different teams
Demonstrate excellent customer focus and communication skills internally and externally
Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
Develop product specialization in at least one product area
Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)
What you bring
Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
Experience in Support, Consulting, Software Development, IT, or Quality Assurance.
Solid experience in a previous customer service role providing technical support
Degree in Information Technology/Computer Science or similar areas
Ability to effectively handle difficult and challenging customer interactions
Ability to manage multiple tasks and projects with changing priorities
Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus
Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
Proven ability to manage multiple tasks or projects with changing priorities
Ability to thrive in a fast-paced environment and to work cross-culturally
Experience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes is an asset
Experience with one or more of the following:
Analyzing logs based on error codes
Reading Java and object-oriented programming
XML, including SOAP and HTML
Fiddler and/or Soap UI applications
HTTP and security
The Technical Support (TS) – Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) product areas of SAP Business Network, SAP Ariba, and SAP Fieldglass within the Customer Support organization.
The SAP Fieldglass team provides global support services to customers using our market-leading vendor management solution to simplify the process of procuring, managing, and optimizing flexible workforces. Our support ensures customers can gain visibility to improve cost control and results, flexibility to increase speed and productivity, and confidence to manage compliance and security risks.
The SAP Business Network team provides customers and trading partners with a superior customer support experience delivered from a foundation of operational excellence and cross-functional collaboration. We engage with a sense of urgency and responsiveness with a focus on SAP and the customer experience.
The SAP Ariba team provides global support for customers across the suite of procurement solutions within the categories of Procure to Order, Source to Contract, Supplier Management, and Cloud Integration. The Procurement Apps Support services ensure customers benefit from the deep product expertise within the team and cross-functional collaboration throughout their support experience.
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.
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.
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.
Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 102300 - 174100(BRL) USD.
Requisition ID: 401239 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
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