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!

ABOUT THE SAP INTERNSHIP EXPERIENCE PROGRAM

The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers.   

THREE REASONS TO INTERN AT SAP 1.    CULTURE OF COLLABORATION: meet with mentors, make new friends across the globe and create a thriving personal network. 2.    PROJECT-DRIVEN EXPERIENCE: gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables.   3.    GAIN VISIBILITY: with SAP Internship Experience Program in your title, you’ll have a global network of SAP leaders, entrepreneurs, and career development opportunities at your fingertips. 

ABOUT THE TEAM

The Sales Solution Support team bridges the connection between sales users, their daily applications, and technical development. Sales Solution Support specializes in delivering high-quality, user-oriented support – from troubleshooting to resolution - through multiple staffed and self-service channels and across 30+ applications, business topics, and dashboards for all Customer Success (sales) functions. The support organization consists of two core roles:  -    Frontline (L1) as a core entry point for basic inquiries, troubleshooting and accelerated handling through the appropriate experts. The Frontline team includes three core areas of focus: Deal Support, Provisioning Support, Application & Reporting support -    Experts (L2) as next-level support with a focus on more complex technical and business queries that require hands-on engagement and/or involve regional specifications. This team also complements the support activities by providing testing and holistic feedback towards application enhancements, as well as enablement for functionality deployment. 90% of inquiries resolved by our teams are related to deal-critical support and are both transactional and business-oriented in nature. Jointly, the team also maintains a high focus on driving scalability through innovative support technologies.  The function: SAP’s Business Services is the official job-catalog nomination of our service, referring to shared services that deliver tactical execution services end-to-end. Delivery should occur in standard, scalable, and automated ways with the ambition to raise sales productivity.   

WHAT YOU’LL DO:

POSITION TITLE: SAP iXp Intern -Sales Solution Associate LOCATION: Newtown SquarE – please note that roles will be remote until local guidelines ensure safe office reopenings EXPECTED START DATE TO END DATE: June 2022  

IN THIS ROLE, YOU’LL:

The role: As a Frontline Support Specialist, you execute transactional activities related to field inquiries around our SAP-internal sales technology. The end-users you support belong to our sales organization (GCO) and require therefore reliable, qualitative, accurate, and professional help on both transactional and business-related questions. 

You are a part of a team and expected to work efficiently within and across the organization – this means collaborating with direct and extended peers but also understanding the network to build relevant relationships and know-how. Furthermore, you will develop your process, technology, and business knowledge not only to resolve but also proactively position the topics you support. As a Frontline Support Specialist, you work out of an automated ticketing system but will also provide multi-channel support via chat.  Note: as your experience and know-how evolve, we may offer you the possibility to grow into a champion role for a specific audience, topic, or sector. Today’s champion roles perform as part of the overall team but zoom in on specific topics such as insights/reporting, post-sales provisioning, or selected audiences with dedicated process steps (i.e. services sales).

General tasks include:

• Manage end-user inquiries: Engage with end-users/requestors in a professional, friendly, and helpful manner to help resolve their inquiry using the following steps:
  • Detect the problem: ask smart questions to efficiently qualify the urgency and nature/root cause of the error. Identify the appropriate action you can take in terms of troubleshooting, positioning alternative routes, or passing the issue to the next qualified expert. 
  • Troubleshoot & resolve the issue: build your knowledge and/or research relevant documentation to resolve level 1 inquiries which are defined as authorization requests, security issues, app installation or configuration challenges, system pre-requisite checks, general navigation queries, information access, basic system administration, general process and tool logic, basic deal support
  • Proactively position expanded solutions: aim to understand the business context in order to proactively promote the next step in the process, the best technology, or the right action to proceed with – therefore driving adoption of technology while providing support, creating additional benefit to the business
  • Qualify & dispatch the ticket: understand internal and automated workflows to correctly assign or triage tickets that need immediate or next step expert involvement. Clearly formulate and summarize any steps taken or input collected to accelerate L2 Support engagement and facilitate the end-user engagement
  • Follow up on any dispatched tickets that remain sitting in the queue for too long. Maintain backend entries, reopen and/or close the ticket in the system for accurate reporting.

   

• Coordinate multichannel support: Tickets/inquiries are generally submitted directly via the automated SSF ticketing system, frequently through the respective application. Leverage this system to prioritize, assess, submit, complete, dispatch, or close inquiries. Related end-user channels may also include chat or phone, in which case you need to create the ticket on behalf of the end-user. Note: There is no ticket ownership. You will therefore handle tickets and inquiries at different stages along the process for fastest qualitative resolution
• Stakeholder/End-user Communication: Respond to internal (or external) stakeholders and manage expectations in a professional and supportive way. Communicate efficiently in a virtual - often workflow, chat and email-oriented - setup towards joint success. Share positive experiences and build on learnings.
• Supporting/ad hoc tasks: In the quest to drive continuous simplification and end-user satisfaction, you may be asked to contribute to team projects that enable the overall efficiency and effectiveness of our L1 support team. Projects and tasks may include but are not limited to:
  • Preparing and enhancing support or end-user documentation/recordings
  • Testing, researching, or detecting process or automation enhancements
  • Onboarding new team members
  • Sharing knowledge to enable peers
• Champion system use/automation:   Enable end-users to leverage systems or applications, be self-efficient, and access the right support channels. Execute on their behalf (only where relevant), support migrations, and anticipate escalations, by informing management. Collect reoccurring issues, report on frequent errors, and recommend solutions as needed.  
• Ensure data stewardship including data creation, data enhancements, or maintenance. Maintain tools or systems for tracking, processing, or reporting. Stay compliant.
• Be available for backup & business support – Level 1 team members may be required to work shift times during weekends on quarter ends. They can also be asked to step into Level 2 positions upon long-term illness or shortfalls in specific regions if they have acquired the necessary skills.

Success:  for this role is defined by

• Customer Success – end-user satisfaction with resolution times and quality
• Sales Productivity – growing efficiency and capacity to manage greater volumes of inquiries within defined SLAs
• Team Engagement – team spirit and joint success, a one-team mentality
• Simplification – sharing ideas and/or contributing to projects

WHO YOU ARE:

We’re looking for someone who takes initiative, perseveres, and stays curious. You like to work on meaningful innovative projects and are energized by lifelong learning.

Beneficial competencies & skills:

• Customer-service attitude: polite, helpful, quality-oriented, and inquisitive
• Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems, adhering to SLAs
• Analytical skills: asks the right questions to identify the best solution path
• Fast learner: curious and dedicated 
• Multitasking/ prioritization skills
• Good communication skills
• Works well in virtual environments; knows how to build their network

Language requirements:

• For Americas: fluent in written + spoken English; Spanish is a benefit
• For Europe: fluent in written + spoken English; German is a benefit
• For Asia: being fluent in written + spoken English, Chinese or Japanese is a benefit

Education & Job Experience:

• Education: Bachelor's degree or equivalent working experience preferred
• Career: 2+ years experience in support (technical/customer) roles can be of benefit
• Experiences with CRM or other sales technology can be a benefit

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SAP DIVERSITY COMMITMENT 

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

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.

Requisition ID: 338633  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Student  | Employment Type: Intern   | Additional Locations:  #LI-Hybrid

SAP is one of the biggest business software companies in the world. We collaborate every day to help make the world run better and improve people's lives. Every day, we help companies and organizations of all sizes and industries to run their businesses profitably, to adapt continuously, and grow sustainably.