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!
SUMMARY
The primary function of the Technical Support Associate is to use technical and product expertise to support customers experiencing complex issues on the SAP Ariba applications.
The Technical Support Engineer delivers an exceptional customer experience by:
Using knowledge of SQL and Java to troubleshoot and resolve issues
Focusing on customer service, including frequent, high quality communication
THE ROLE
Provide direct technical assistance with customers via phone and email
Own and manage concurrent Service Requests in a ticketing system
Provide ongoing and timely communication to customers regarding the status of their requests
Troubleshoot customer issues to resolution
Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
Collaborate with and develop strong working relationships with cross-functional, global teams
Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects
Provide on-call support during evenings and weekends as required by a rotational schedule
Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
All other duties as assigned
Willing to work in Shifts – Rotational basis
ROLE REQUIREMENTS
3-5 years of experience with one or more of the following:
Writing SQL queries
Reading Java and object-oriented programming
Reading JSON (JavaScript Object Notation)
XML, including SOAP and html
Fiddler and/or Soap UI applications
Troubleshooting and debugging common web-browsers
HTTP and security – Protocols, Certificate chaining, Handshake
SSO (Single Sign-on) technologies, particularly SAML
Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Ariba Network, Cloud Integration Gateway (CIG) and supply chain management, Upstream, Downstream
Exceptional written and oral communication skills; ability to listen and work with customers in real-time
Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
Proven ability to manage multiple tasks or projects with changing priorities
Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
Thrive in a fast-paced environment
Ability to work cross-culturally
EDUCATION AND QUALIFICATIONS
Full time degree in BE/B.Tech, ME/M.Tech or related engineering fields
We are SAP
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.
Our inclusion promise
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: Americas: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected].
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:328845 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 10% | Career Status: Graduate | Employment Type: Regular Full Time |
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