Customer Support Associate

SAP - Birmingham, AL4.3

Full-time
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Requisition ID: 214169
Work Area: Customer Service and Support
Expected Travel: 0%
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.

CallidusCloud is now SAP Sales Cloud, part of the SAP Customer Experience division of SAP (#SAPCXCareers). We help sales teams sell faster and perform better, using AI-driven software that transforms your company’s lead-to-cash process. Our full suite of sales process tools includes sales automation, incentive management, Configure Price, Quote (CPQ), coaching and sales enablement.

To help support our global growth, SAP Sales Cloud is seeking a Support Associate to join our team at our Birmingham, AL office location.

Support Associates will work closely with the Global Support Team, customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with refined analysis skills to deliver the highest level of problem resolution to SAP Sales Cloud customers, consultants and partners.

Responsibilites:
Act as the first point of contact for all SAP Sales Cloud customers, consultants and partners requiring application support, triaging incoming web, phone and email case requests.
Provide phone, chat and email assistance to customers, consultants and partners on the usage of SAP Sales Cloud products and layered components, such as data transformation tools and report writing tools.
Research, analyze and troubleshoot to diagnose and resolve technical problems.
Install and configure the product suite to recreate issues and analyze for root cause.
Develop and maintain effective relationships with internal and external customers.
Proactively communicate client status, concerns and issues to appropriate management team.
Update support case tracking system to provide accurate and current documentation of issues.
Coordinate with Quality Assurance and Engineering, providing assistance in identifying, reporting and resolving product defects.
Provide on-call support during weekend, on rotation-basis or when scheduled.

Requirements:
Bachelor’s degree in Computer Science, CIS, MIS, STEM or related field required.
1+ years of experience in a customer support environment, SaaS experience a plus.
Knowledge or experience with relational databases such as Oracle, SQL Server, etc.
Knowledge or experience with Linux and Windows operating systems.

Foundational knowledge of technology components such as:
SQL and SQL stored procedures (PL/SQL, T-SQL)
Scripting programs e.g. Python, Groovy
Web Application Servers e.g. Tomcat, Weblogic
Java language including XML, Servlet, EJB APIs.
Excellent customer relationship, organizational, verbal and written communication skills.
Excellent problem solving and listening skills.
Highly motivated, self-starter.

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 interested in applying for employment with SAP and 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). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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

Additional Locations: