Job Description

We help the world run betterAt 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.The Technical Support (TS) - Procurement team supports the SAP Ariba within the Customer Support organization.
We are looking for a person who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to functional and technical questions, implementation, deployment, functionality, and usage of SAP Products.What you will do:Operational Responsibilities

• Provide solutions to technical and functional issues impacting customers\' business processes and their ability to utilize SAP Ariba applications.
• Enable customers to implement and operate their SAP solutions efficiently.
• Collaborate closely with other SAP Lines of Business (LOBs), working in a swarming mode to ensure great customer service. Perform root cause analyses of reported incidents whenever required
• Adhere to Key Performance Indicators (KPIs), especially responsiveness Service Level Agreements (SLAs) and Productivity goals.
• Participate in global projects around support processes, infrastructure requirements, and quality assurance.
• Provide consultation for customers on procedural issues and queries.
• Adhere to KPIs, especially responsiveness SLAs and Productivity goals.
• Report errors and code defects to development organizations; collaborate to prioritize fixes and validate solutions.
• Provide inbound application and functional support for all relevant Ariba applications, both internally and externally, via chat, webform, and phone.
• Provide weekend and evening shifts as scheduled when necessary.
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
• Maintain and follow personal development plans by leveraging formal training and knowledge plans
• Familiarize yourself and act in accordance with SAP Support Strategy and Culture.
• Handle escalated customer issues in team environments (swarming) and through individual-driven actions (such as incident solving or real-time support), in cooperation with experienced support engineers if necessary.
• Successfully document all requests through the Customer Relationship Management (CRM) system while adhering to all documented procedures.

Proactive Support and Innovation Activities

• Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
• Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles). Test internal systems to prevent future issues on customers\' systems.
• Support and participate in innovation projects aimed at achieving our Vision and Goals.
• Show an ability to adapt to changes and a flexible approach to working with different teams.
• Demonstrate excellent customer focus and communication skills internally and externally.
• Be self-motivated and team oriented with a can-do attitude.
• Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).

What you bring:

• Experience or eagerness to learn about Support, Consulting, Software Development, IT, or Quality Assurance. Possession of knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
• Experience with ERP, BI, or any other SAP Products, similar solutions, and/or Business Processes.
• Previous experience with customer support and/or ticketing tools is an advantage.
• Degree (or currently studying) in Information Technology/Computer Science or similar areas.
• Ability to handle difficult and challenging customer interactions effectively.
• Ability to manage multiple tasks and projects with changing priorities.
• Outstanding communication skills, including the ability to speak and write fluently in English. Proficiency in other languages is a plus.
• Programming knowledge (Java, C++, ABAP/4, etc.) is desirable.
• Looking for candidates with 0-3 years of experience in the specified areas.
• Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds.
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to handle difficult and challenging customer interactions effectively; maintaining poise and professionalism in every interaction.
• Proven ability to manage multiple tasks or projects with changing priorities.
• Ability to thrive in a fast-paced environment and to work cross-culturally.

Meet your team
The Technical Support (TS) - Procurement team supports the SAP Ariba within the Customer Support organization. The SAP Ariba team provides global support for customers across the suite of procurement solutions within the categories of Procure to Order, Source to Contract, Supplier Management, and Cloud Integration. The Procurement Apps Support services ensure customers benefit from the deep Product expertise within the team and cross-functional collaboration throughout their support experience.#SolutionSupportEngT1 Bring out your bestSAP 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 inclusionSAP'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 . 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: 401838 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.Requisition ID: 401838Posted Date: Aug 7, 2024Work Area: Customer Service and SupportCareer Status: GraduateEmployment Type: Regular Full TimeExpected Travel: 0 - 10%Location:Bangalore, IN, 560103Job alert

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