We 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!
Are you a techie with a passion for delivering beautiful products that people love to use?
What You’ll Do
As a Technical Knowledge Consultant within SAP Learning Systems Operations & Support you will work with an amazing team of highly talented support consultants, engineers, and product managers to support the learning transformation and upskilling of the entire SAP ecosystem and the solution enablement of our customers and partners.
You will work in a cross-functional, diverse team positioned all over the globe to provide the technical operations for the new SAP Learning platform at learning.sap.com; the SAP Training & Certification shop on training.sap.com; and the delivery of SAP Learning Hub as a cloud offering to our customers via learninghub.sap.com. You’ll help our team support over 1 million users and solve their technical issues 24x5. We deliver fast resolutions to our customers’ technical incidents while ensuring the highest customer service. The reliability of our learning platforms is paramount to our customers and users who are learning to use and implement SAP’s software.
You will work Monday to Friday during the core business hours of 9am – 4pm and there will be no shift work required.
Responsibilities include:
· Solve technical issues for customers on Learning.sap.com, the Training & Certification Shop and SAP Learning Hub landscapes.
· Communicate clearly, professionally, and proactively with customers via e-mail and ticketing channels.
· Manage customer escalations.
· Collaborate with fellow support colleagues and other internal organizations globally to provide superior customer service.
· Take ownership of technical issues and driving to resolution.
· Continuously improve support processes to increase efficiency.
· Drive and manage projects with other support colleagues.
· Create root cause analysis of reported incidents for our stakeholders.
· Run reports on learning usage triggered through customer service requests.
· Deliver on-demand reports to our customers based on their individual needs.
· Provide qualitative feedback to product management teams for improvements to platforms, tools & processes.
· Ensure GDPR compliance for global operations processes.
What You’ll Bring
· Proven experience in supporting a modern, high-volume web application in a dynamic and pressured environment.
· Excellent customer communication and experience in managing customers.
· Excellent communication skills and enthusiasm for working in a team, especially with virtual teams.
· Experience in managing escalations both with business stakeholders and customers, supporting cases in a timely fashion.
· Excellent problem-solving skills and a willingness to investigate issues and resolve customer cases within a specified time frame.
· Excellent written and comprehension skills in creating Knowledge Base Articles and root cause analysis reports for our internal teams.
· Very good communication and presentation skills to collaborate with executive business stakeholders.
· Fluent in English, both spoken and in writing.
· Professional user of MS Office (Power Point, Outlook, Excel, Skype / Zoom / MS Teams).
About the Team
SAP Learning System is building and running SAP’s next generation learning and community experience. We are a newly created organization within SAP Learning, the education, training and adoption unit within SAP.
We’re a 200+ people team, fast running and laser-focused, with a bold vision: enable more than 2M people to learn, upskill and join the SAP ecosystem per year. Given our central role in SAP’s ecosystem, the huge market buzz on moving to cloud, and our unique setup with strong existing assets such as SAP Learning Hub, openSAP and the SAP Community, we believe we have the opportunity of a lifetime to make a big impact in the world of B2B software.
#SAPLearningSystemCareers
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: 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.
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: 364797 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.