We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

JOB OVERVIEW

The Solution support engineer is the face and voice of SAP Business Network to our customers, building relationships in each interaction.  Specialists help our customers maximize the benefits of SAP’s solutions to facilitate a global exchange of goods and services in the world’s largest business to business trading community.  They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.
 
Duties and Responsibilities
• Provides inbound application and functional support for all relevant SAP Business Network applications, both internally and externally, by way of chat, webform and phone.
• Resolves 80% of issues without escalation.
• Respond to customer inquiries in a timely manner and within service level objectives.
• Successfully documents all requests through the CRM system while adhering to all documented procedures.
• Provides general assistance to other teams within the Global procurement teams.
• Conducts all customer interactions in a manner that presents SAP in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by SAP.
• Ensures that individual performance meets or exceeds the department standards.
• All other duties as assigned.

Basic Minimum Qualifications
• Bachelor’s degree or 2-year Technical school degree preferred.
 
Preferred Qualifications
• Technical aptitude. Knowledge in computer hardware and software applications, along with experience using the Internet – general understanding of backend systems is useful 
• Minimum of 3 years work experience preferred.
• Customer focus and stress tolerance.
• Superior communication and telephone skills.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Strong troubleshooting and problem-solving skills – thinking outside the box to better help customers in real time, but also promote proactive support to help deflect similar issues in future
• Candidate needs to be passionate about growing within a technical team, working with AI and understanding the tools used day to day 
• Ability to adapt support style to align with the technical capabilities of the customer.
• Previous customer service experience strongly desired.
• Fluency in another foreign language is desirable, but not required
• Experience or education in working with individuals from diverse cultures is preferred.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 63200 - 107500(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 430393 | Work Area:Customer Service and Support  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid