Solution Support Engineer

3 weeks ago

bangalore, India SAP Full time

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.  

 

What you'll do

In your role, you will help our customers overcome the issues they face while using our solutions. You will collaborate with your team and other cross-functional teams to:

•         Support customers who have implemented SAP CDC technology in their websites and applications

•         Display exceptional customer service when providing inbound and outbound (phone, email, live chat) functional support and resolution to customers (external and internal)

•         Obtain detailed and accurate information relating to the business impact of customer's issues utilizing effective questioning/troubleshooting techniques

•         Assist the Support Team in generation, quality, and maintenance of Knowledgebase Articles

•         Ensure Support Cases with third parties are updated to ensure customers or support updates are within SLA.

•         While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP

•          Adopt AI and Machine Learning tools to optimize how we support our customers

•         Manage or participate in improvement or prevention projects to improve the quality of the customer support organization

•         Present the company in a positive and fair manner with timely updates and knowledgeable answers

•         Develop knowledge of CDC APIs and product offerings + integrations

 

What you bring

Are you someone who has a passion for great customer service?  Are you analytical, self-motivated, and enjoy problem solving?  Are you skilled in time management and task prioritization?  Do you enjoy continuous learning and working efficiently in a fast-paced environment? If this sounds like you, do you also bring:

  • 3 years of experience in web development and other web technologies such as HTML, CSS, JavaScript, etc. is preferred
  • 1 year customer-facing work experience
  • Experience with creative problem solving

 

Meet your team

SAP Customer Data Solutions (CDS) is growing quickly, adding new solutions such as our Customer Data Platform (CDP) and we are expanding our Support Engineering team in Bangalore. This team provides support to innovative customers who have integrated the CDS CIAM platform on their websites and in their applications, and customers who then analyse that data along with multiple other streams into the CDP to better understand their own customers.

#SolutionSupportOpsT2

 

​

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:
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: 394389  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

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