Support Associate

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

About the role:

The primary function of the Support Associate is to effectively provide dependable and timely resolution to all product related technical issues experienced by Successfactors customers. The Support Associate may also interface with external and internal technical implementation teams which include System Administrators, Database Administrators, Application Developers, System Integrators, Third Party Consultants, and Project Managers. The Support Associate will also work with the Successfactors / SAP Engineering, Solutions Management, and Hosting Operations teams to resolve complex software issues while identifying product defects, enhancements, and limitations.

Duties and Responsibilities

• Provide direct technical assistance to customers via phone and email.
• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
• Create internal/external content for Successfactor /SAP’s knowledge base
• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Anticipate customer needs and effectively address concerns related to their issue or resolution
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
• Ensure that individual performance meets or exceeds department standards.
• Develop strong working relationships with cross-functional teams within Successfactors/SAP.
• Work with customers to identify and resolve reported system defects
• Must be available for weekend or evening support as required.
• All other duties as assigned.

Skills:

• Strong problem solving, organizational, and analytical skills
• Ideal candidate would have either SF experience, HCM, LMS, technical skills, or support experience
• Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible.
• Ability to work well in a fast paced environment
• Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once.
• Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
• Strong ability to capture a complete and accurate problem/symptom description of reported issues.
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
• Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.
• Can do attitude and team player.
• It is desired that candidates have a working knowledge of one or more of the following concepts/technologies:
  • Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server.
  • Experience with Application Servers such as WebLogic or WebSphere.
  • Knowledge/experience with one or more Web Servers like Sun One or IIS.
  • Working knowledge of Windows, UNIX, Linux based operating systems.
  • An understanding of object-oriented methodologies and programming in Java.
  • HTML or XML (JavaScript and css).

Preferred Qualifications

• Bachelor’s degree with a technical discipline
• 0-2 Years working with a web-based software solution (Successfactors Solutions preferred)
• Experience in Support, Software Development, IT, or Quality Assurance is preferred

Basic Qualifications

• Bachelor’s Degree with a technical discipline or a minimum of 3-5 years of experience in Support, Software Development, IT, or Quality Assurance

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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 talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 346138 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid