Requisition ID: 273432
Work Area: Consulting and Professional Services
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.

ROLE DESCRIPTION:

The Customer Support Associate primary function is to effectively support Ariba applications for both internal and external customers. Support includes site navigation and system troubleshooting as well as interfacing with other Ariba teams to ensure world-class service. Assistants will provide complete satisfaction for all customer interactions.

EXPECTATIONS AND TASKS:

Responsibilities

Provide inbound and outbound (phone, email, web form, chat, community) application/ functional support and resolution to customers (external and internal) while presenting the company in a positive and fair manner with timely updates and knowledgeable answers

Collaborate, coordinate, and escalate on customer issues acting as a customer advocate while working with all departments

Maintaining the quality of the customer support organization (release readiness, process definition, training, service audits…)

Document transactions in CRM system

Create content for knowledge base systems

Tasks

Support customers with functional questions displaying exceptional customer service, knowledge and oral/ written communication skills

Obtain detailed and accurate information relating to the business impact of customer’s technical issues utilizing effective questioning techniques

To seek out opportunities to add value to customers during all interactions,

Diagnosing and anticipating current and future customer learning needs and provide assistance with both

Resolve 80% of functional questions on first contact

WORK EXPERIENCE:

Working in a customer service call center or help desk environment strongly preferred

Working with individuals from diverse cultures preferred

Working within structured time frames that provide limited flexibility

External and Internal client experience

Experience with creative problem solving for customers

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPENTENCIES:

Associates or Bachelor’s Degree Preferred

Must be fluent in Portuguese and English

Candidates with fluent Spanish will hold a distinct advantage in the selection process

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.