Support Consultant

ABOUT SAP 
As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. 

PURPOSE AND OBJECTIVES 
SAP Products & Innovation (P&I) helps SAP'S customers to innovate quickly and simplify the customer experience in order to secure SAP's success as a cloud company on the SAP HANA platform. The SAP Knowledge team is driving innovation adoption at scale, in the cloud and everywhere. 

The Knowledge Transfer & Enablement (KT&E) organization in the SAP Knowledge Team is responsible to drive enablement for SAP products and innovations, cloud transformation, and expansion of SAP's ecosystem at a new scale. 

Key objectives are to: 
* Deliver simple, consistent and cloud-ready learning for SAP products and innovations to our customers, partners, employees and the eco-system 
* Enable a new scale of learning through SAP Learning Hub and openSAP 
* Increase speed and efficiency of content delivery 

The Development Operations team within KT&E is responsible for operating all learning platforms and solutions with a consistent and aligned technical architecture. Focus is the technical operations of the SAP Training Shop on training.sap.com and the delivery of SAP Learning Hub as a cloud offering to our customers. We are responsible for over 500,000 users and solve their technical issues 24x5 around the globe. We deliver our customers fast resolutions for their technical incidents, professional communication and reliability of the learning platform while they are learning how to use and implement SAP's software on SAP Learning Hub. 

EXPECTATIONS AND TASKS 
As a Support Consultant for the Training Shop and SAP Learning Hub you will work in a multi-national and globally distributed team and you will be responsible for the following areas: 

Customer Support 
* Solve technical issues for customers on the Training Shop and SAP Learning Hub 
* Communicate with customers via e-mail channel 
* Manage customer escalations 
* Collaborate with fellow support colleagues and other internal organizations globally to provide superior customer service 
* Take ownership of technical issues and driving a resolution with our development teams 
* Continuously improve support processes to increase efficiency 
* Create root cause analysis of reported incidents 
* Run reports on learning usage triggered through customer service requests 
* Deliver on-demand reports to our customers based on their individual needs 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES 

Required Skills: 
* Degree in Business Administration, Information Technology or Computer Science 
* Experience in technical customer support or web shop operations 
* Superior oral and written communication and presentation skills in English 
* Excellent customer service skills 
* Basic understanding of cloud infrastructure 
* First-rate problem solving and analytical skills 
* Ability to work in teams of multicultural nature 
* Professional user of MS Office (Power Point, Outlook, XLS, Skype) 
* Valid working permit for Ireland 

Preferred Skills: 
* Good understanding of learning management systems, e-learning or digital learning concepts 
* Proven skills in customer communication and incident resolution 
* Demonstrated success in providing accurate reporting services 
* Experience in working with global and virtual teams 

WORK EXPERIENCE 
* Minimum 1 to 2 years of experience in customer support