Business Support Associate - Buenos Aires, Argentina - SAP

SAP

Empresa verificada

Buenos Aires, Argentina

hace 3 semanas

Publicado por:

Sofía Rodríguez

beBee Recruiter

Descripción

We help the world run better

Key Areas of Responsability and Tasks
90% of inquiries resolved by our teams related to deal-critical support and are both transactional and business-oriented in nature.

Jointly, the team also maintains a high focus on driving scalability through innovative support technologies and proactive readiness and deployment activities.

The function:

SAP's Business Services is the official job-catalogue nomination of our service, referring to shared services who deliver tactical execution services end-to-end.

Delivery occurs in standardized, scalable, and automated ways with the ambition to raise sales productivity.

The role:

As a Frontline Support Associate, your priority focus is on our internal customers - sales and customer success roles who require reliable, qualitative, accurate, and professional assistance on both transactional and business-related questions.

You are a part of a team and expected to work efficiently within and across the organization - this means collaborating with direct and extended peers, but also understanding the network to build relevant relationships and knowhow.

Furthermore, you will develop your process, technology, and business knowledge not only to resolve but also proactively position the topics you support.

As a Frontline Support Associate, you work out of an automated ticketing system but may also provide multi-channel support via chat, zoom call out and more.

Your priority task are as follows:

Handle end-user inquiries (80-90%): Engage with end-users/requestors in a professional, friendly, and helpful manner to help resolve their inquiry in the most effective manner using the following steps:
Detect the problem: ask smart questions to efficiently qualify the urgency and nature/root cause of the error. Identify the appropriate action you can take in terms of troubleshooting, positioning alternative routes, or passing the issue to the next qualified expert.
Troubleshoot & resolve the issue: build your knowledge and/or research relevant documentation to resolve Frontline inquiries which cover a multitude of topics ranging from usability to navigation, technical, analytical, and other business topics.
Qualify & dispatch the ticket: understand internal and automated workflows to correctly assign or triage tickets that need immediate or next step expert involvement. Clearly formulate and summarize any steps taken or input collected to accelerate Expert engagement
Follow up on any dispatched tickets that remain sitting in the queue for too long. Maintain backend entries, reopen and/or close the ticket in the system for accurate reporting.
Be available for backup & business support : Frontline team members may be required to work shift times during weekend on quarter ends. They can also be asked to step into Level 2 positions upon longterm illness or shortfalls in specific regions if they have acquired the necessary skills.
Ensure baseline requirements (1020%):
Ensure data stewardship including data creation, data enhancements, or maintenance. Maintain tools or systems for tracking, processing, or reporting. Stay compliant.
Share & expand knowhow: be proactive in sharing your knowhow, creating articles,or raising questions that allow our teams to work more efficiently. Actively grow your own knowhow to continuously perform at your best.

Competencies, Skills and Requirements

Beneficial competencies & skills:

Customerservice attitude: polite, helpful, qualityoriented and inquisitive
Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems, adhering to SLAs
Analytical skills: asks the right questions to identify the best solution path
Fast learner: curious and dedicated
Multitasking/ prioritization skills
Good communication skills
Works well in virtual environments; knows how to build their network

Language requirements:

For Americas: fluent in written + spoken English; Spanish is a benefit
For Europe: fluent in written + spoken English; German is a benefit
For Asia: fluent in written + spoken English, Chinese or Japanese is a benefit

Education & Job Experience:

Career: 1+ year experience in a professional environment (larger complex companies or virtual customer support experiences can be a benefit)
Curiosity or studies in technical, psychological, or marketing

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.

EOE AA M/F/Vet/Disability