We help the world run better

　　Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

　　All SAP locations in Germany as for example Walldorf (close to Heidelberg), Hamburg, Berlin, Ratingen (close to Dsseldorf), Eschborn (close to Frankfurt), Gerlingen (close to Stuttgart), Hallbergmoos (close to Mnchen) are possible.

　　YOUR FUTURE POSITION

　　Your daily work will contain the following what you will be doing mostly:

　　Issue Resolution

　　You will troubleshoot and diagnose customer issues of greater complexity, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems

　　Interact with network services, software systems, and applications

　　Assisting end users in using the software best on our best-practices and guidelines

　　Manage your own schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers

　　You will thoroughly document all issues, develop and review content for knowledge base using KCS

　　You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems

　　Support customers via email, telephone and web sessions

　　Internal Improvement and Collaboration

　　You assist in the QA of beta products and pre-GA versions

　　Other teams, such as CSM, rely on your help and assistance with technical product issues

　　Helping the development or improvement of internal processes and tools to enhance the teams performance and daily work

　　On-Premise installation and maintenance support

　　You install new deployments of software updates, including provisioning and working with customers to install it on their systems

　　You are THE internal expert on customers software configuration

　　In rare cases, visiting a customer to inspect or fix a customer systems

　　YOUR PROFILE

　　Several years' experience in Customer Service, ideally in B2B Cloud Software companies

　　A team player who can work in an international team.

　　Experience with working remotely.

　　Strong verbal and written communication skills in English and German

　　Strong analytical thinker who is focused on problem solving

　　General understanding of SaaS/Cloud (On-Premise systems)

　　Experience in working with DBMS, web applications and Single-Sign-On technologies

　　Experience in Ticket systems (Jira/ServiceNow ) such as documentation systems (Confluence/KCS)

　　Basic knowledge of Databases (MySQL, MS SQL, Oracle, NoSQL MongoDB) with applications like (SQL Management Studio or MySQL Workbench, Robo3T etc.)

　　ABOUT THE TEAM

　　Building on SAP's intelligent enterprise strategy, it is the mission of Business Process Intelligence to assist our customers in navigating through their digital transformation and help them understand and improve their business processes in a data-driven way. Together, with the acquisition of SAP Signavio, a recognized and strong market leader in the process excellence and intelligence area, we are creating a comprehensive, end-to-end Business Process Intelligence offering for our customers! Our purpose is to help our customers innovate in an ever-changing world!

　　Due to the acquisition scenario, the role will be reporting to an SAP Signavio manager, you will be informed about the future manager during the application process. The SAP Manager mentioned here as the hiring manager is an interim manager.

　　We build breakthroughs together

　　SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

　　We win with inclusion

　　SAPs 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: [email protected].

　　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. (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) Specific conditions may apply for roles in Vocational Training.

　　Requisition ID: 377870 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10%| Career Status: Professional | Employment Type: Regular Full Time, unlimited| Additional Locations: Virtual - Germany #LI-Hybrid