Support Associate Engineer-German Speaking

06 Nov 2018
13 Nov 2018
Cathy O'Neill
Job Type
As market leader in enterprise application software, SAP helps companies of all sizes & industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people & organisations to work together more efficiently & use business insight more effectively to stay ahead of the competition. SAP applications & services enable customers to operate profitably, adapt continuously & grow sustainably.

What we do:

In the CIC, you will find yourself in a friendly multinational & multicultural learning environment, on a team who supports each other. Our core team primarily supports customers through a selection of support channels, offering 24*7 support in a follow the sun approach with our additional global department locations: Brazil, China, India, Philippines and Russia. We assist in the prioritisation of customer's technical cases by analysing the effect on their business from a commercial perspective.

Main Duties:
*Provide high-quality customer interactions through the processing of inbound customer calls, emails, chats & web forms
*Analyse customer's non-technical queries, research possible solutions & provide solid answers that can be easily understood by the customer
*Evaluate, from a commercial perspective, how the customer's technical issue affects their daily business processes through gathering comprehensive business impact information
*Assist & educate customers in navigating support pages, educating them on how to use software downloads & license functions
*Collaborate with colleagues across SAP teams, engaging with appropriate stakeholders ensuring all customer cases are resolved effectively & in a timely manner

Benefits include:
-Use of SAP Laptop
-Free access to on-site Gym
-Optional attendance at Sports & Social club/events
-Volunteering/charity opportunities
-EAP (Employee Assistance Programme)
-Full canteen facilities
-Free lunch dining
-On-site Costa Coffee
-Free tea/coffee amenities & on-site dry-cleaning services.

What we look for in you:
*Commitment to providing excellent customer service
*Passionate & dedicated team player
*Strong time management, prioritisation & multi-tasking capabilities
*Enjoys & thrives on performing multiple tasks & responsibilities at once
*Shift flexibility, weekend work (approx. 1 day per quarter) & Bank Holidays (compensated with additional vacation)

Education & Qualifications:
*Graduate of a Bachelor's/Master's degree in Business or Computer Science areas
*Fluency in English and German with excellent communication skills

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