SAP is hiring for the role of Solution Support Engineer at their Bangalore location. The position requires candidates to hold a bachelor’s degree or equivalent and have 0 to 3 years of experience. This role offers an excellent opportunity for individuals to develop their careers in a globally recognized technology company, providing support for innovative solutions and services.
Company Name: SAP
Job Role: Solution Support Engineer
Education Required: Bachelor’s degree or equivalent
Experience Required: 0 to 3 years
Job Location: Bangalore
Role and Responsibilities:
- Win customer loyalty by creating memorable experiences for customers.
- Responsible for delivering a ‘customer-centric service experience’ to our customers during every interaction.
- Develop and maintain strong functional and technical product knowledge.
- Work with our APAC, EMEA, or AMER-based customers in resolving their queries, and issues related to SAP Concur Product.
- Resolve customer issues with transparency and urgency.
- Maintain ownership of the issue, manage client expectations & drive deliverable
- Provide regular updates on case statuses and escalate issues while maintaining the customer experience.
- Create availability in the daily schedule for customer calls.
- Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
- Participate in (or drive, as requested) minor projects or initiatives.
- Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.
- Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.
- Conduct all external facing communication in a professional manner, and to a high level of customer service.
- Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.
- Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.
Required Skills and Qualifications:
- Bachelor’s degree or equivalent.
- External customer-facing experience preferred.
- Technical background with an understanding of SQL preferred.
- 0 to 3 years of experience in troubleshooting software/hardware/product/process/tool issues is preferred.
- Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills (English)
- Ability to express thought clearly & professionally for fluent customer interaction ( English )
- Display passion for & responsibility to the customer, business & team.
- Ability to work in a diverse cultural environment and be agile for change.
- Research-based learning oriented, analytical mindset for expert problem-solving.
- Task-based, process-driven approach to achieving objectives.
- Schedule flexibility working on the weekdays & weekends.
- The ability to communicate in a foreign language is highly preferred.
- Preferable experience with SAP Concur products or similar SaaS / Cloud products
- Schedule flexibility working on the weekends and working in any shifts.
- Preferable experience and knowledge in SQL, Python, or any programming language for automation.
