SAP Cloud Support Associate Job in São Leopoldo, Brazil

Requisition ID: 190229

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

PURPOSE OF THE JOB

The Cloud Product Support organization is serving as the fundament for the Digital Business Services organization. The team will now be extended to support the growing number of SuccessFactors customers.

For the extended responsibility, we need 4 additional colleagues who is looking for new challenges and can both deliver excellent customer support as well as drive call deflection activities and projects.

Watch the video below and learn more about the Cloud Support team in Brazil!

https://www.youtube.com/watch?v=EdnZ1TAX_EE

EXPECTATIONS AND TASKS

  • Analyze and resolve reported incidents by means of knowledge databases and/or verifying customizing entries or hardware parameters

  • Root Cause Analysis of reported incidents

  • Call deflection (productizing knowledge, moderating communities, knowledge sharing etc.)

  • Participation in global projects around support processes, infrastructure requirements and quality assurance

  • Report errors to Development

  • Provide consulting for customers on procedural issues and queries

  • Availability to work in different shifts as well as weekends and holidays

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Requirements:

  • Eager to learn and embrace challenges

  • Bias for action and initiative

  • Problem solving/analytical skills

  • Systematical, communicative, creative focus and flexible approach to working in teams

  • Degree in Information Technology/Computer Science or similar areas or University Students expecting to graduate in the next two years.

  • Advanced English

  • Knowledge in web development (HTML5, JavaScript, XML, SFTP, logs interpretation), Basic knowledge with desktop software

Desirable:

  • Knowledge in LDAP, TCP, SSO, network would be a benefit

  • Knowledge of Business Processes would be a benefit

  • Advanced/intermediate spanish

WORK EXPERIENCE

  • Prior industry experience providing technical support for enterprise software

  • Familiarity with Business Software (SAP or comparable solutions) and/or Business Processes

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).

Successful candidates might be required to undergo a background verification with an external vendor.

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