SAP Support Associate Job in Manila, Philippines

Requisition ID: 159661

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.

Key Areas of Responsibility and Tasks

Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

Key Responsibilities:

  1. Incident Solving

  2. Additional Tasks

  3. SWI

  4. Processes

Key Tasks:

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 in Knowledge Management (WIKI content, Knowledge Base Articles)

3) Support Without Incidents (SWI)

  • Contribute ideas to help towards the PS vision of SWI

  • Volunteer to participate in projects aimed at achieving the PS vision of SWI

  • Carry out new tasks as requested by STM, GFM or GSC Head to help achieve the PS vision of SWI

4) Processes

  • Get certified in Classroom Training or e-Learning Lessons regarding Cloud Product Support processes

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

Experience & Language Requirements

Work Experience

  • Basic understanding IT

  • Basic understanding of core business processes (hereunder HR processes)

  • English: Fluent

Education

  • Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

Professional Training & Certification

  • ByD/C4C/C4TE or SuccessFactors Support Learning Map curriculum

  • Qualification Test assessment

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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations :