We are currently recruiting for a Product Support Associate to work with our client SAP in Dublin. The role is remote based initially and will become hybrid in mid-2022. This is a 12-month contract position.So, what is this Job about in short?As a "Product Support Associate", you will work directly with Customers to solve their issues and allow the use SAP's products in a timely manner and with seamless communication work-flow. You will be given training's and guidelines as how to run "best in class" service against Product Support processes. Your key focus will be our Customer's satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged, and this is evident in the many ideas from our Engineers that have already become success stories in our transformation journey. A key element of this role is ensuring your adherence to SAP's Core Values and commitment to provide a best in class experience to both our internal/external Customers and colleagues.If you're passionate about success and results driven, this job might be for you. SAP's key expectations should be fulfilled through the delivery of tasks below.Success - Commit to the success of customers, partners, colleagues, and SAP
Achieve excellent level of customer satisfactionEnsure achievement of your own and Teams' KPIsAccountability - Keep your word by executing on commitments made to ourselves and others.Work independently and apply effective problem-solving skillsPerform root cause analysis and provide solutions in complex environments for specific fields/areasResolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI, or verifying customized entries and configurationsReport coding errors to our development organizationAttend e-Learning Lessons, Remote Learning Sessions, Classroom Training and CoachingIdentify patterns and their solutions with incoming customer incidentsUse SAP Remote Supportability Tools to diagnose problems directly on customer systemsShare and document knowledge through creation of WIKIs and Knowledge Base articlesProfessionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise and execute with discipline.Be the face of PS and SAP by bringing a high-performance image to the external worldInteract with customers via multiple channels like written form, phone, and chat: drive Customer interactions trough different real time channels.Build and act upon your development plans, regularly reviewed with your ManagerHear and work vs feedbacks and lessons learnt (achievements as well as areas for improvement)Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect.Handle any personnel conflicts with maturity and fairnessTeamwork - Take personal initiative in collaborating to achieve success.Be adaptable to the company and Product Support Strategy
So how do you know if you're ready to apply for this role:You can assess, plan, and troubleshoot while collecting information about the customer issueYou have programming/debugging skillsYou have proficient English verbal & writing skillsYou want new challenges every dayYou want to make an impact on SAP's success in a highly competitive environment
In short, the key attributes we are looking for: Positive Approach
Execution mindsetAct with high emotional intelligence and empathy to our internal/external customersEasy change adopter
Your Work experience includes0-2 years in similar experience or talented fresh starterAttraction for technical solutionsExperience or attracted by working in a strong multicultural environmentFluent English speaking/writingEducation & qualification
University Degree or College Diploma program in Computer Science, Business and Technology, or related areas. Equivalent professional experience will be consideredExperience in SAP ERP or other vendor ERP solutions
What Manpower @ SAP Offer:In addition to a fantastic flexible work environment, this role offers 22 days annual leave, plus your birthday off, and free lunch (office working) among its benefits.