We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

Job Overview:

The Technical Support’s primary function is to support applications for both internal and external customers. Support includes site navigation and system troubleshooting. The foundation of this role is built on customer satisfaction, service and the delivery of consistent high-level support. Provide complete satisfaction for all customer interactions. This role is expected to be self-motivated, proactive, and demonstrate a passion for continuous learning.

 

Responsibilities:

Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal). Present the company in a positive and fair manner with timely updates and knowledgeable answers. While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP. Support customers with functional questions displaying exceptional customer service, knowledge and oral/written communication skills. Responsible for follow-up activities with external customers regarding quality concerns. Document transactions in CRM system. Create content for knowledge base systems. Diagnose and anticipate current and future customer learning needs and provide assistance with both. Obtain detailed and accurate information relating to the business impact of customer’s issues utilizing effective questioning/troubleshooting techniques. Be aware of and comply with all corporate policies. Be able to be on-call during some holidays and some weekends for emergency issues.

 

Qualifications

Education, Experience & Training required:

Ability to work within structured time frames that provide limited flexibility Creative problem solving for customers High EQ to handle difficult customer situations Ability to prepare complete and accurate process/knowledge documents Associates or Bachelor’s Degree Preferred Intermediate Microsoft Office, Word, Presentation and Reporting Skills

 

Job Specific Specialized Knowledge & Skills:

Excellent analytical, written and verbal English including persuasion and documentation skills. Either Korean or Japanese is prefer. Ability to think logically. Ability to plan and to prioritize . Ability to deliver results and meet SLAs in a fast-paced environment. Familiar with Windows OS, basic security and its built-in applications. Experience in utilizing a CRM system to track and resolve issues

 

Working environment (where major activities are carried out):

Indoors in an office

 

Working hours:

40+ hours per week Flexibility as to the specific working hours may be required or available.

 

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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: 417798  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.