SAP MCC CISE Engineer

SAP is a global leader in enterprise application software, committed to empowering businesses of all sizes to innovate and excel. Our solutions integrate operations across various platforms—cloud, desktop, mobile—to help organizations operate profitably, adapt continuously, and grow sustainably.

Team Responsibilities: The Customer Interaction Support Escalation (CISE) delivers remarkable customer support across three primary areas: On-Demand Support, Proactive Services, and Additional Services.

1. On-Demand Support:

o Provide 24/7 assistance to customers, focusing on case management to prevent escalation and also E2E escalation follow up.

o Offer efficient and accurate service by delivering status updates, accelerating resolutions, adjusting priorities, and managing escalation requests, while addressing non-technical inquiries related to SAP4Me, Support Portal, S-user IDs, Universal IDs, Software Downloads, and License Keys.

2. Proactive Services:

o Offer customer enablement through CIC Webcasts, info-sessions, SAP Community Blogs, and Support Videos aimed at educating and empowering customers for improved interactions with SAP support.

o AIM - Accelerated Incident Management, a premium, billable service for Max Attention customers, providing proactive case follow-up, reporting/trend analysis, and empowerment education sessions.

3. Additional Services:

o Facilitate efficient booking of remote services.

o Support ad-hoc corporate initiatives and SAP front team to ensure comprehensive support coverage for all SAP customers.

Job Purpose and Objectives: As a Customer Interaction Support Escalation Support Associate, you will be pivotal in enhancing customer satisfaction and strengthening customer relationships by offering efficient and proactive support.

Key Expectations and Tasks:

· Evaluate customer technical issues from a business perspective to understand their impact on daily operations.

· Manage customer expectations aligned with established SAP processes and procedures.

· Engage relevant stakeholders to ensure timely and effective resolution of critical customer cases.

· Assist customers with queries about software downloads, User IDs, license keys, and navigating the SAP support website effectively.

· Deliver informative sessions to customers, SAP partners, and internal stakeholders.

· Handle critical customer escalations until resolution, ensuring customer satisfaction and engagement.

· Participate in weekend and public holiday support activities to guarantee continuous service.

· Provide feedback for future process improvements and collaborate with global counterparts on projects and key roles.

Education, Qualifications, and Competencies:

· Bachelor’s degree or above in computer science, engineering, or a related field preferred.

· Fluency in English; proficiency in an additional Asian language (e.g., Japanese/Korean) is advantageous.

· Exceptional customer focus and communication skills (oral/written).

· Quick learner, adaptable, and strong team player who thrives in a multicultural environment.

· Self-motivated, passionate, and committed to direct customer interaction.

· Flexibility with shift schedules.

Experience:

· Position open to fresh graduates with a Bachelor's/Master’s degree in computer science, engineering, or relevant fields.

· 5+ years of relevant work experience in IT support is beneficial; SAP-related experience is preferred.

Travel Requirements:

· Ability and willingness to travel within China and overseas as needed.

By joining SAP's Customer Interaction Support Escalation as a Support Associate, you will contribute to delivering outstanding customer support, enabling businesses to leverage SAP solutions effectively for enhanced growth and innovation