Customer Service and Support

CIC Support Associate with German

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!  

 

The primary function is to effectively support SAP applications for external end-users and internal stakeholders. Support includes site navigation and system troubleshooting as well as interfacing with other teams to ensure world-class service. Specialists will provide complete satisfaction for all customer interactions. This role is expected to be self-motivated, proactive, and demonstrate a passion for continuous learning.

 

What you'll do:

 

  • Provide inbound and outbound (phone, email, web form, chat, community) application/ functional support and resolution to customers (external and internal) while presenting the company in a positive and fair manner with timely updates and knowledgeable answers
  • Collaborate, coordinate, and escalate on customer issues acting as a customer advocate while working with all departments
  • Maintaining the quality of the customer support organization (release readiness, process definition, training, service audits)
  • Document transactions in CRM system

 

Tasks

 

  • Support customers with functional questions displaying exceptional customer service, knowledge and oral/ written communication skills
  • Obtain detailed and accurate information relating to the business impact of customer's technical issues utilizing effective questioning techniques
  • To seek out opportunities to add value to customers during all interactions,
  • Diagnosing and anticipating current and future customer learning needs and provide assistance with both.
  • Resolve 80% of end-user functional questions on first contact

 

What you bring:

 

  • Working in a customer service call center or help desk environment strongly preferred
  • Working with individuals from diverse cultures preferred
  • Working within structured time frames that provide limited flexibility
  • External and Internal client experience
  • Experience with creative problem solving for customers

 

Language Requirements

 

  • English – Fluent
  • German is a big advantage

 

Education: Bachelor's Degree in technology or business area preferred

 

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: 344061  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.
 

Requisition ID:  344061
Posted Date:  Jun 25, 2022
Work Area:  Customer Service and Support
Career Status:  Graduate
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Prague 5, CZ, 158 00

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