Cloud Support Associate

What we offer

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. 

What is SAP today? Our offices and labs located worldwide SAP serves +440,000 customers in 180 countries  (http://www.sap.com/corporate-en/factsheet) and our products impact all industries.

We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together. We succeed together and create a better tomorrow because we believe that the difference between success and failure is a great team. We invite you to bring your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep shaping the way we enable future innovations https://www.youtube.com/lifeatsap

Looking for an inclusive company to develop your carrier as far as you wish? SAP is the place to be! Recognized as a 2021 Top Employer in 20 key markets, as a Best Place to Work in 4 countries according to Glassdoor, and as “Best Place to Work for LGBTQ Equality” in the first quarter of 2021. (https://news.sap.com/2021/04/sap-celebrates-q1-employer-awards/), 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!

The worldwide Product Support team of 3000 employees is committed to the success of our customers through outstanding technical support.  We are not a Call Centre!  We actively investigate customer issues by mastering diverse technologies and working intensively with the products we offer.

SO, WHAT IS THIS JOB ABOUT IN SHORT? 
As a “Product Support Associate”, you will work directly with Customers using “SAP Cloud for Customers” to solve their technical issues and allow to use SAP’s products as expected, in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Product Support processes. Your key focus will be our Customer’s satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged and many good ideas from our Engineers already became success stories in our transformation journey. In this role, a key element is ensuring your adherence to SAP’s Core Values and commitment to provide a best of class experience to both our internal/external Customers and colleagues.
If you’re passionate about success and results driven, this job might be for you. SAP’s key expectations should be fulfilled through the delivery of tasks below 

Success - Commit to the success of customers, partners, colleagues, and SAP

• Achieve excellent level of customer satisfaction
• Ensure achievement of your own and Teams’ KPIs
• Build a strong technical knowledge of SAP Cloud for customer

Accountability - Keep your word by executing on commitments made to ourselves and others. 

• Work independently and apply effective problem-solving skills
• Perform root cause analysis for technical issues and provide solutions in complex environments for specific fields/areas
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI, or verifying customized entries and configurations
• Report coding errors to our development organization
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Identify patterns and their solutions with incoming customer incidents
• Use SAP Remote Supportability Tools to diagnose problems directly on customer systems
• Share and document knowledge through creation of WIKIs and Knowledge Base articles

Professionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise, and execute with discipline. 

• Be the face of PS and SAP by bringing a high-performance image to the external world
• Interact with customers via multi-channel like written form, phone, and chat: drive Customer interactions trough different real time channels.
• Build and act upon your development plans, regularly reviewed with your Manager
• Hear and work vs feedbacks and lessons learnt (achievements as well as areas for improvement)

Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect. 

• Handle any personnel conflicts with maturity and fairness

Teamwork - Take personal initiative in collaborating to achieve success. 

• Be adaptable to the company and Product Support Strategy

YOUR KEY ATTRIBUTES TO EMBRACE SUCCESSFUL ATTITUDE SHOULD BE  

1)    Those key words drive your day2day effort

• Execution mindset
• Act with high emotional intelligence and empathy to our internal/external customers
• Easy change adopter

2)    Your Work experience includes 

• 1-2 years in similar technical support experience or talented fresh starter
• attraction for technical solutions
• Experience or attracted by working in a strong multicultural environment
• Fluent English speaking/writing

3)    Your Education is or equals to 

• University degree or College diploma program in Computer Science, Business and Technology, or related areas.  Equivalent professional experience will be considered
• Knowledge of operating systems (Unix/Windows)

GOOD KNOWLEDGE OF AT LEAST ONE OF THE FOLLOWING TOPICS 

• Basic understanding of Object-oriented programming (Java, C++, ABAP, etc.) and programming logic
• Knowledge of Relational Databases (e.g. Oracle, MaxDB, DB2, SQL Server etc.)
• SAP Fiori/UI5
• SAP Products & Solutions (SAP NetWeaver, SAP Business Suite, SAP BusinessObjects, etc.)
• SSL certificates
• Familiarity with Networking and Connectivity troubleshooting (Proxy, Web Dispatcher, Cloud Environments)
• Familiarity with Web Service
• Familiarity with SOAP Messages

Spring Boot (Java-based framework), Angular (platform for building mobile and desktop web applications) OR Node JS (JavaScript runtime environment)

Knowledge in Microservices Architecture

API Testing Tool : Postman or others

Experience in analysing trace and logs such as Kibana Logs

WHAT YOU WILL GET FROM US 

Flexible work options available (i.e. working from home),

• We will help you embracing core values cherished in SAP Product Support such as Trust, Empathy and Kindness, coming with transparency and “tell it like it is” behavior,
• We will help your integration into a highly collaborative, engaged, and efficient organization where all differences and mindsets are welcome,
• We will recognize hard work, commitment, and positive attitude as drivers to Success,
• We will create conditions for a “Good to Great” career and personal growing experience,
• We are one team! Successes and failures belong to all of us. feel free to develop your entrepreneurial mindset to become an active member of PS Transformation.

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.