Associate Solution Support Engineer

 We help the world run better

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.

Summary
 
CIC is a valued and trusted team where the customer is at the center of everything. Our strategy is to delight customers always and be a driving force to ensure Customer success. Be a part of the Next Generation Support by aligning the customer expectations and improving customer experience anywhere on any device. 
Embrace changes as an opportunity and expand the reach into cloud with a goal to provide unified customer experience. 
Keeping the strategy in mind continue to deliver core operational excellence by providing real time assistance to our customers every day. Guide and empower customers to utilize all SAP tools. Through a culture of innovation and continuous learning, the CIC team is the foundation of everything we do. We are spread across 6 locations  in the world, Our team is  a high performing team of Consultants, whose mission is to provide "Best in class support experience for our customers “by providing end-to end support and services for all SAP" 
 
What you'll do

•    You will be responsible to support customers with non-technical queries by displaying exceptional customer service.  
•    You would be expected to provide ongoing and timely communication to customers regarding the status of their requests and to seek out opportunities to add value to customers during all interactions.  
•    You will collaborate closely with your team members to ensure success. In your day-to-day you will: · Managing incoming calls, chat and emails related to customer service inquiries well within the set SLA's · Diagnosing and anticipating current and future customer needs and provide assistance with both. 
•    Take ownership of escalations and follow up until closure.  
•    Identify and recommend areas for improvement in all areas in which tasks are performed.  
•    Collaborate with and develop strong working relationships with cross-functional, global teams ·  
 
What you bring

Do you enjoy interacting with customers and helping them in solving their concerns? Are you analytical, self -motivated and enjoy working as a team? Do you enjoy continuous learning and working efficiently in a fast-paced environment? If this sounds like you, do you also bring: ·  

•    Strong communication skills both in written and spoken in English  
•    Maintaining a pleasant working environment for your team.  
•    Profound knowledge and expertise in handling irate customers 
•    Strong escalation management skills 
•    Strong problem resolution, analysis and reporting skills.  
•    Strong team player, able to work across a highly matrixed organization.  
•    Outstanding task-management and collaborative capabilities.  
•    Excellent communication, follow-up and documentation skills.  
•    Ability to work with high sense of urgency and proven willingness to commit the additional time and effort on high impact issues. 
•    Willing to work in Shifts – Rotational basis 
•    Willing to work on weekends and Public holiday 
 

​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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 410864  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.