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The Solution Support Associate’s primary function is to support applications for both internal and external customers. Support includes site navigation and system troubleshooting. The foundation of this role is built on customer satisfaction, service and the delivery of consistent high-level support. Provide complete satisfaction for all customer interactions. This role is expected to be self-motivated, proactive, and demonstrate a passion for continuous learning.
Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal).
Present the company in a positive and fair manner with timely updates and knowledgeable answers.
While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP.
Support customers with functional questions displaying exceptional customer service, knowledge and oral/written communication skills.
Responsible for follow-up activities with external customers regarding quality concerns.
Document transactions in CRM system.
Create content for knowledge base systems.
Diagnose and anticipate current and future customer learning needs and provide assistance with both.
Obtain detailed and accurate information relating to the business impact of customer’s issues utilizing effective questioning/troubleshooting techniques.
Be aware of and comply with all corporate policies.
Be able to be on-call during some holidays and some weekends for emergency issues.
Education, Experience & Training required:
Ability to work within structured time frames that provide limited flexibility
Creative problem solving for customers
High EQ to handle difficult customer situations
Ability to prepare complete and accurate process/knowledge documents
Associates or Bachelor’s Degree Preferred
Intermediate Microsoft Office, Word, Presentation and Reporting Skills
Job Specific Specialized Knowledge & Skills:
Excellent analytical, written and verbal English including persuasion and documentation skills.
Either Korean or Japanese is prefer.
Ability to think logically.
Ability to plan and to prioritize .
Ability to deliver results and meet SLAs in a fast-paced environment.
Familiar with Windows OS, basic security and its built-in applications.
Experience in utilizing a CRM system to track and resolve issues
公司介绍:1972年，SAP于德国创立；1995年，SAP进入中国，目前已在大中华地区的12个城市的14个地方设有办事机构。作为全球领先的企业应用软件解决方案提供商，SAP 致力于帮助各行业领域的、各种规模的企业实现卓越运营。利用端到端应用套件和服务，SAP支持全球400,000多家客户实现运营盈利并持续创新。在中国, 我们拥有6100多名员工, 16000多位客户, 700多位合作伙伴和24000多名认证顾问. 同时，更凭借在各职业领域的杰出贡献
多次收获奖项肯定. 2022年仅***季度, SAP在全球范围内荣获43个雇主奖项. 2022年6月, SAP再次当选中国大学生喜爱雇主.