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 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 contact us at EMEA: +49 6227 7 48599 and careers@sap.com, Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com. Requests for reasonable accommodation will be considered on a case-by-case basis.

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Customer Support Specialist for Cloud Infrastructure Services Job

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Date: Jun 19, 2017

Location: Budapest, BU, HU

Company: SAP

Requisition ID: 141685
Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

 

ABOUT SAP

As the market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insights more effectively to stay ahead of the competition.

 

PURPOSE AND OBJECTIVES

We are building the Customer Interaction Center (CIC) for Cloud Infrastructure Services that focusses on being the hub that brings knowledge, information, and service together and we are looking for a person who wants to make a change in the perception of how customers perceive the units’ service and support and strengthen the relationship.


Mission:
Customers expect nothing less than service excellence and deserve the most efficient and knowledgeable experience possible. The CIC is the single, fully integrated point of contact for customers of Cloud Infrastructure Services. Our team delivers excellence measured from a customer perspective. The team will take ownership and responsibility for building the foundation of excellent service management to achieve customer demands, supplier and partner collaboration, and internal project alignment.  Empowering the team to manage customer demands and escalations and provide an entry point to the Cloud Infrastructure Services organization for all service requests will be the key to the team’s success.

The Service Desk Agent team ensures the E2E coordination of the resolution of Incident, Problem, and Service Requests on behalf of the customer. The CIC acts as a central „coordinator“ for 1st and 2nd Level support and is the caretaker of ticket related SLAs, monitoring, qualifying, dispatching, and queuing the tickets.

 

EXPECTATIONS AND TASKS

Do you have good communication skills and enjoy working with people?  Are you open and friendly and willing to take on new tasks? Do you enjoy talking to people on the telephone?  Are you eager for knowledge and want to continuously improve your professionality and customer service?  Do you want to help and serve our customers?  Your attitude is:  “They win, you win!”  If so, apply and become part of the team.

 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

  • Technical ability (Knowledge of ITIL) and commercial knowledge would be an expectation
  • You have solid IT skills (MS office, SAP Systems) and you are confident, friendly, and communicative
  • Proven track record in service management
  • You have strong communication skills, enjoy telephone work, have a strong service mentality, and are focused on results and customer satisfaction
  • You are customer-oriented and a good communicaton
  • Dedication and strong customer- and service-focus are among your strengths
  • Enjoy dealing and serving customers
  • Strongly customer-focused and able to establish empathy with customers
  • Prepared to work shifts (early and late shifts)
  • Work independently and on your own initiative
  • Keen to acquire expertise in a new field
  • A team player, highly flexible, friendly, and professional manner, and a pleasant telephone voice
  • Very good written and spoken English (German would be an advantage)
  • You can express yourself well verbally and in writing
  • Ability to learn quickly and to express oneself clearly
  • Strong communicator, assertive, and a team player
  • Excellent communication and presentation skills
  • Problem-solving capabilities
  • Multitasking

 

Preferred skills

  • The ideal candidate will have experience in telephone work
  • Some experience in consulting would be an advantage
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use
  • Ability to manage and influence through persuasion, negotiation and consensus building
  • Enthusiastic and creative attitude with the ability to inspire others
  • Enjoys working with a wide range of people

 

WORK EXPERIENCE

  • You have already gained initial experience in customer service or another IT role
  • Experience in telemarketing would be an advantage
  • Experience in service operations/customer support areas would be a plus

 

LOCATION

Budapest (Hungary)

 

EXPECTED TRAVEL

  • 0 - 20%
  • Prepared to work shifts (early and late shifts)

 

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 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

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Job Segment: Cloud, ERP, Consulting, Service Desk, Customer Service, Technology

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