Support Associate - SAP Signavio

Overview

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Your daily work will contain the following, what you will be doing mostly:

• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• Working with teams such as CSP, ask for collaboration and assistance with technical product issues.
• Continuous improvement of internal processes and tools to enhance the team’s performance and daily work.

• Some experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team.
• Experience with working remotely or with remote colleagues.
• Strong verbal and written communication skills in English (German for MEE)
• Understanding with DBMS, web applications, ideally Single-Sign-On technologies.
• analytical thinker who is focused on problem solving is a plus
• create and maintain knowledge articles, understanding KCS is a plus
• Basic understanding of working in Ticket systems (Jira/Service Now) and documentation systems (Confluence/SharePoint) is plus

Building on SAP's intelligent enterprise strategy, it is the mission of Business Process Intelligence to assist our customers in navigating through their digital transformation and help them understand and improve their business processes in a data-driven way. Together, with the acquisition of SAP Signavio, a recognized and strong market leader in the process excellence and intelligence area, we are creating a comprehensive, end-to-end Business Process Intelligence offering for our customers!

Our purpose is to help our customers innovate in an ever-changing world!

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

We ultimately believe in unleashing all…