Customer Support Desk-shift Coordinator- Basis

**We help the world run better**

**What you'll do**

As a shift coordinator in the SAP Enterprise Cloud Services Customer Support Desk, you will organize and coordinate shifts, monitor queues to ensure OLA and SLA adherence, coach associates and provide guidance and support to our customers around their engagement and technical managed services, via inbound phone and tickets in the Service Provider Cockpit, Casey and ServiceNOW. You will organize the shifts, coach and support the associates, provide flexible capacity to manage our inbound channels, and align and coordinate with teams in our line-of-business in particular and SAP in general.

The Role will:

- Coordinate Shifts
- Coordinate and manage shift workloads and resource allocation
- Field questions of associates, and (help) determine priorities and case/ticket assignment
- Monitor team performance to ensure high customer satisfaction
- Ensure knowledge is documented and secured and documentation is of high quality
- Maintain VIP lists, exceptional inbound channel handling and coordinate exceptions and escalations
- Ensure proper communication between the CSD and other ECS, PC3 and SAP stakeholders
- Provide coaching and training to associates when necessary
- Ensure associates follow proper processes and procedures
- Interface with regional CoE Leads
- Coordinate continual improvement and other CSD related initiatives
- Work together with the global head to define and manage best practices and procedures
- Create performance, service level and organizational level reports for management
- Participate in meetings with management to discuss customer and team needs and concerns
- Provide Flexible Capacity for Inbound Phone Handling
- Answer inbound phone calls
- Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
- Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
- Guide customers on self-service enablement
- Advise customers on SR/ASR/Incident priority validating business justification
- Upgrade/downgrade ticket priority for incidents aligned with business justification
- Support customer queries on lead time.
- Support customers in finding the right stakeholders to connect with
- Guide customers how to schedule an expert consultation
- Provide Flexible Capacity for Dispatching
- Answer customer queries on the Roles and Responsibilities Excel
- Monitor unassigned cases and service request tickets
- Dispatch cases to regional CoEs and assign cases and service request tickets to processors
- Support the global head with tactical and operational activities

**What you bring**
- A bachelor’s degree in IT, Communications, or other relevant fields with **more than 10 years of total experience and relevant of **> 5 years (IT) customer support experience, preferably in an SAP support environment
- Experience in coaching and supporting international multi-cultural teams in high pressure inbound support environments
- Experience as an ITIL/ITSM practictioner
- SAP Basis / SAP S/4HANA training and/or experience
- Exceptional verbal and written communication skills in English
- Ability to clearly and accurately communicate processes and procedures verbally and in writing
- Ability to produce management information reports from ITSM systems such as ServiceNOW
- Experience in working accurately and confidently with general and specific service desk tools and technology, such as ServiceNOW, remote access, knowledge articles, Wikis and the MS Office Suite
- Ability and willingness to learn fast and adopt to change quickly
- Ability to consume, digest and analyze information from multiple systems of record
- Ability to quick analyze complex situations and find potential solutions/ next steps
- Foundational knowledge of and an interest in cloud technologies (e.g. hyperscalers, BTP/SCP, Ariba)
- Experience with guided troubleshooting
- People-orchestration and coordination skills (pulling in the right experts at the right time, navigating the back-end support org)

**Meet your Team**

The SAP Enterprise Cloud Services Customer Support Desk, operated by the Private Cloud Customer Center, provides 24x7 engagement support for our RISE with SAP S/4HANA Cloud customers around the world. We aim to deliver a delightful customer experience through our inbound phone, mail, chat and ticket channels. The goal of the team is to make sure each customer who comes to us with a query, regardless of the channel they use, receives prompt correct support and access to the right channels at the right time.

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