DirecciónWe 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!
What you will do :
As Agile Support Operations Specialist, you enable our chat support services to be more productive, while being an active agent.
This allows everyone to focus on the customer first, while operating seamlessly in an empowered, balanced, and effective manner.
In your role, you will therefore combine two roles : As agent, you bring reliable, qualitative, and professional assistance on both transactional and business-related questions.
You will learn about and support various business applications, processes, and deal motions therefore gain a deep understanding on how sales operate in a Cloud company.
This knowhow in combination with good project management and networking skills will allow you to run operations from staffing to performance.
Core tasks include :
- Handling end-user inquiries detecting the problem, troubleshooting, dispatching, and closing the issue
- Working in a multi-channel environment where support is provided via chat, call-out, ticketing, You may engage in simple exchanges or more complex consultations based on your growing levels of expertise
- Monitoring global queues and capacity to stay within agreed SLAs and triggering the appropriate actions
- Coordinating handshake across regions, encouraging team members to communicate seamlessly when passing on cases
- Identifying best practices, challenging processes, and proposing solutions based on insights and expertise (across scope, knowledge, capacity, process, )
- Fostering content creation and serving as editor in the review process
- Contributing input actively into the chat scope- and process-related projects
- You are empowered to take necessary decisions to run stable operations, but also partner with leaders to manage risks or realize opportunities
What you bring :
The right candidate is curious, solution oriented with inherent leadership abilities. S / he is a fast learner and easily communicates and connects with people, virtually or in person.
In addition, you will bring :
- A customer-service attitude : polite, helpful, quality-oriented and empathic
- Analytical skills / Inquisitive mindset : asks the right questions
- Business-oriented project management skills : looking at facts to drive improvements
- Solid Multitasking / prioritization skills
- Strong English communication skills
- A can-do attitude
- Confidence in navigating challenging situations incl. conflict
- A bachelor degree and or equivalent work experience - we are looking for someone with some experience, therefore comfortable in a corporate environment
- You have the ambition to either grow into a leadership or senior project management role
Meet your team :
The Business Agility, Support, and Enablement (BASE) Team provides qualitative services for business solution and application DEPLOYMENT, USE, and SUPPORT to make you most productive.
Connecting business requirements with technical knowhow, we commit to engage until your questions are answered or problems solved.
We take pride in bringing high quality, user-oriented support to make complex situations simple and connect the dots for a smoother end-to-end experience.
This includes training and informing our users along each step of the way. The team is spread across the world with three main hubs in Prague, Manila, and Buenos Aires.
Our team members are motivated and committed to collaborate and partner for success, aspiring to be a best-in-class support unit.
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 : [email protected]
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID : 382242 Work Area : Sales Operations Expected Travel : 0 - 10% Career Status : Professional Employment Type : Regular Full Time Additional Locations : #LI-Hybrid.
