German Technical Support

Recruiter
SAP
Location
Dublin West, Dublin
Salary
Negotiable
Posted
23 Feb 2021
Closes
02 Mar 2021
Ref
BBBH3031
Contact
Darryl Canning
Job Type
Contract
Hours
Full-time

Manpower have an exciting opportunity on site with our client, SAP; we are seeking a Support Associate in their Customer Interaction Centre on their Dublin site.

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.

WHAT YOU'LL DO:

  • Provide high-quality customer interactions through the processing of inbound customer calls, emails, chats & webforms

  • Analyse customer's non-technical queries, researching possible solutions & providing solid answers 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 download & license key functions

  • Collaborate with colleagues across SAP teams, engaging with appropriate stakeholders ensuring all customer cases are resolved effectively & in a timely manner

What we look for in you:

  • Commitment to provide excellent customer service

  • Passionate & dedicated team player

  • Strong time management, prioritization & multi-tasking capabilities; utilising available time efficiently to achieve effective & efficient results

  • 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:

  • Fluency in English and German with excellent communication skills