Support Associate - Product Job

Job description

Requisition ID: 99009
Work Area: Customer Service and Support
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.

SAP Product support

Support associate

SAP Product Support is a global organization of more than 2000 people who handle customer support incidents (24x7), provide proactive services, and share knowledge with customers to deliver first-class support for the complete SAP portfolio.

The role description below lists the primary responsibilities for a Support Associate as part of the SAP Product Support Bangalore team.

EXPECTATIONS AND RESPONSIBILITIES

Key responsibilities include:

1) Incident Solving

· Resolve known errors by means of SAP Notes, Knowledge Base articles, solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters

· Perform root cause analysis and provide solutions

· Achieve a good level of customer satisfaction

· Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching

· Share and document knowledge through creation of WIKI entries and Knowledge Base articles

2) Additional Tasks

· Participate in weekend support/ 24x7 support activities

· Report errors to development organizations

· Participate inKnowledge Management (WIKI content, Knowledge Base Articles)

3) Support Without Incidents

· Contribute ideas to help towards the PSvision of support without incidents

· Volunteer to participate in projects aimed at achieving the PS vision of support without incidents

· Carry out new tasks as requested by STM and GFM to help achieve the PS vision of support without incidents.

4) Processes

· Get certified in Classroom Training or e-Learning Lessons regarding MS processes documented in WIPS. With increasing experience, supervision of Mentor or Coach decreases while customer interaction increases. Consequently other responsibilities increase e.g. for the content of Knowledge Base Articles and WIKI content, providing 24x7 support

IDEAL CANDIDATE PROFILE

· Bachelor's Degree or Master's Degree in Computer Science, Software Engineering, or an Engineering discipline

· Overall 2+ years of experience in ABAP

· Problem Solving & Communication Skills

· Willingness to take the initiative to contribute beyond your own responsibilities

· Basic knowledge of one of the modules – SAP BASIS, FICO, APO, CRM, NW JAVA

· Customer handling experience

Location: Bangalore

Work Area: SAP Product Support

Expected Travel: 10%

Career Status: Professional.

Employment Type: regular full time.

Recruiter contact: do not fill in.

Career Level: T1

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: ************@*******.** or ************@*******.** , APJ: ************@*******.** , EMEA: ************@*******.** ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: No Selection

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