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Senior Customer Consultant - Upscale Commerce Product Specialist

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Date: Dec 30, 2020

City: Bangalore, KA, IN

Company: SAP

 

 

Requisition ID: 253973
Work Area: Software-Design and Development
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION


SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

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.

 

SAP Upscale Commerce Product Specialist

In Support, people are key. By people we include our customers, our team, and SAP’s Success. As a Product Specialist for SAP Upscale Commerce and part of our support team you will support our customers on a 24 x 7 x 365 base guiding them on how to use our solution to build their online stores and provide support for all assigned areas. You will learn how to build, configure an online store using our SAP Upscale Commerce product. You will become an expert on how to use all the features (guiding our customers to best used them), troubleshoot configuration issues and interact with the product team to support special customization requests. The goal is to make sure that customer value is achieved.

You will work closely with our Customer Advisors to help address issues effectively and contribute in the improvements and maintenance of knowledge base content targeted for our customers and/or our internal team members. You will also play a customer advocate role by feeding back valuable information to the Product team on how our customers interact with SAP Upscale Commerce.

THE ROLE

  • Provide daily inbound and outbound support and resolution to customers tickets using a mix of phone, email, web, chat, community;
  • Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
  • Walk customers through problem solving process; research issues using available knowledge base. Ensure proper recording, documentation and closure by documenting all correspondence with customer and cloud operations group in ticket to enable record tracking and always set status of incident in ticketing system.
  • Help customers configuring their online store, troubleshoot configuration issues and interact with Product Development team on customization requests.
  • Follow-up with customers, provide feedback and see problems through to resolution.
  • Achieve a high level of customer satisfaction through individual case work
  • Participate in weekend support activities as needed
  • Provide extended shift coverage when required
  • On call availability when required
  • Enrich our internal knowledge base documentation to better equip our Support teams for any product related questions.
  • Gather input from our Customer Advisors and align with our Product Development team to provide feedback on documentation and customer’s needs.
  • Provides internal support to our Customer Advisors and internal stakeholders.
  • Work closely with to Product Team to understand upcoming features and transfer knowledge to our Customer Advisors.

ROLE REQUIREMENT

  • Experience in setting up online stores using ‘code free’ solutions
  • Ability to explain a complex context in simple words
  • Affinity to quickly analyze and solve problems
  • Results driven and focused on execution, highly motivated, “self-starter”-abilities
  • Curious and resourceful – always looking to learn, adapt, and understand.
  • Demonstrate a clear interest in the stories of our customers.
  • Exceptional reading, writing, typing, and communication skills
  • Strong team player able to work in international, virtual teams and passionate about his/her work who learns and adapts quickly

 

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

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

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