Solution Support Associate (night shift) - #129959 Philippines

Date: 1 week ago
City: Pasig City, Metro Manila
Contract type: Full time
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!

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) Deliver Core Customer Support
2) Proactive Support and Innovation Activities
3) Embrace Continuous Learning Culture

Key Tasks:
1) Core Customer Support
- Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary
- Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters
- Perform root cause analysis and provide solutions to customers
- Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
- Perform weekend support and 24x7 support activities as needed.

2) Proactive Support and Innovation Activities
- Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
- Test internal systems to prevent future issues on customer's systems.
- Support and participate in innovation projects aimed at achieving our Vision and Goals

3) Embrace Continuous Learning Culture
- Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
- Demonstrate growth mindset by receiving mentoring and coaching
- Attend e-Learning Lessons, Remote Learning Sessions and Classroom Training
- Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
- Maintain your knowledge of new functionality and compliance changes
- Carry out new tasks and embrace new projects as requested by leaders in the organization

Experience & Language Requirements
Work Experience
- Basic understanding of one programming language

- Basic understanding of core business processes
- Experienced dealing with IT and standard software (MS Office...)

- English: Fluent, 1 other major European Language is desirable

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

Professional Training & Certification
- Processes in Incident Solving (to become proficient in WIPS during the first couple of months)

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

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: Careerssap
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: 387260 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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