Support Associate Job

  • Company:
    SAP Labs Pvt Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    6 days ago
  • Category:
    Software Services | Internet/Dot com/ISP

Skill: engagement , hr , workforce , communication , learning , retention; Exp: 2-5 years; SAP Digital Business Services Support Delivery is recognized for its world-class customer care, its leading support offerings and its fast-growing business. We strive to further improve our innovative service portfolio and our customer engagement programs, as well as increasing our delivery efficiency regardless of the deployment mode. Our target is to increase business outcome for customers, make them more efficient and accelerate time to value. This includes all SAP solutions across all deployment scenarios (on premise, cloud, hybrid). SAP Enterprise Support and SAP Enterprise Support Cloud Edition are the support offerings that provide SAP customers with expertise and collaboration tools that support and enable customers to achieve these goals. These offerings are strategically important for SAP, and rapidly growing, whilst reaching the highest proportion of our customer base. Our aim is Deliver Reach out for business outcomes (IT and Business) at our customers, increase the value customers get out of their maintenance/subscription agreement and continuously improve the delivery efficiency (scalability) to extend our reach. Observe Shape the existing SAP Enterprise Support and SAP Enterprise Support Cloud Edition support offerings and adapt it to new/changing market demands such as the intelligent enterprise supported by SAP S/4 HANA and SAP Leonardo as the innovation platform Listen to the SAP Enterprise Support and SAP Enterprise Support Cloud Edition engagement teams who are the customer representatives and facilitate an effective and efficient SAP Enterprise Support and SAP Enterprise Support Cloud Edition delivery. Innovate Drive the evolution and development of new and innovative SAP Enterprise Support and SAP Enterprise Support Cloud Edition offerings An outstanding customer experience is the key to retain and renew our Cloud subscription and Maintenance contracts. Our customers demand from support more than just incident solving. We take it as our mission in SAP Enterprise Support to ensure that support delivers the foundational engagement in pro-actively helping customers day-to-day business in IT and Business-related topic areas. We are privileged because SAP Enterprise Support is the glue that joins SAP dots for customers end-to-end. This privilege requires also strong management support and cross role collaboration. This position is within the DBS – Lifetime Customer Experience (LCX) organization, which leads the programs of SAP Enterprise Support (ES), SAP Enterprise Support Cloud Edition (ESCE), SAP Product Support for Large Enterprises (PSLE), and SAP Preferred Care On-Premise (PCoP). With its main delivery hubs located in Ireland, China, Brazil, Germany and USA, the objective of this organization is to strengthen SAPs trusted partnership with targeted customers and provide value realization, resulting in increased customer satisfaction, contract retention and renewals. EXPECTATIONS AND TASKS Core Expectations, include but are not limited to Responsible for the management of assigned customer requests, engaging with customer per the playbook. Engagement plan development, in collaboration with customer, defining a specific timeframe and scope Drive customer success, through education on how to leverage end-to-end usage of engagement plans, with higher focus on the automated and self-guided elements across product, adoption & success resources e.g. SAP Launchpad, ES Value Maps, Communities, Webinars Manage mission critical situations and mitigate risks to ensure business continuity of their SAP Software Solution, triggering internal processes for additional assistance when and where needed Communicate and showcase customer success based on current customer satisfaction processes and guidelines Responsibility for Dispatching and Monitoring activities as per internal business rules and processes Drive self-learning through personal development planning, utilising digital learning platforms and taking advantage of the skills and experience of the wider LCX and Digital Business Services community Please note, all engagements are governed by the customers active support contracts, customers may have more than one contract type active. Detailed information on delivery, execution and tools can be found in the relevant playbooks, handbooks and JAM pages covering each offering. Documentation, Reporting and Master Data Quality Timely engagement status maintenance and personal activity recording in internal systems per guidelines Support initiatives to foster team collaboration Proactive and self-managed updates of personal goals and development in HR system EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES Customer orientation and focus, as well as skills to interact/collaborate with customer IT and LoB decision makers. Experience ensuring customer success and demonstrating accountability for taking over customer issues, concerns, and complaints and driving them to resolution successfully (e.g. is able to resolve escalations) Knowledge on Support Organization and how to scale delivery without affecting quality or compromising on efficiency is an advantage Intercultural sensitivity, as SAP Enterprise Support & SAP Enterprise Support Cloud Edition are global programs and interaction with customers/teams worldwide is required. Ability to communicate effectively, internally and externally, with appropriate discretion as required. Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, driver of simplicity, pragmatic) Good communication & presentation (soft) skills Fluency in additional languages is a distinct advantage WORK EXPERIENCE 2 years working experience in a service & support or customer success role Experience working in a global organization Functional knowledge about SAP Enterprise Support program and deliverables are a distinct advantage Experience in project management is a plus WHAT YOU GET FROM US Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now. 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 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 or, APJ, EMEA Successful candidates might be required to undergo a background verification with an external vendor. Additional Locations Job Segment ERP, Consulting, SAP, Cloud, Technology, Customer Service



Experience: 2-5

Function: Human Resource / IR / Training & Development