REQUISITION ID: 291799 WORK AREA: Sales Support EXPECTED TRAVEL: 0 - 10% CAREER STATUS: Student EMPLOYMENT TYPE: Intern

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

ABOUT THE SAP INTERNSHIP EXPERIENCE PROJECT:

The SAP Internship Experience Project is SAP’s global, paid internship program that provides university students with the 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 Project in your title, you’ll have a global network of SAP leaders, entrepreneurs and career development opportunities at your fingertips.

ABOUT THE TEAM:

The focus for this Associate role relates directly to the mission of the Sales Technology & Support team (a bridge team between IT and Sales), which develops and supports high quality sales systems and applications to accelerate sales performance and increase transparency. Today, the team is harmonizing 30+ sales applications and dashboards, while driving adoption of standards. The support unit of this team is therefore a critical factor of success towards greater productivity and future technology simplification.

The support teams consist of two core functions: Frontline (L1) as core entry point for basic inquiries, trouble shooting and triage. And Experts (L2) for complex technical and business queries that require hands-on support or regional specifications. 90% of inquiries handled by our teams related to deal-critical support and are both transactional and business-oriented in nature.  

SAP’s Business Services teams function as shared services who 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 - TECHNOLOGY SUPPORT ASSOCIATE LOCATION: NEWTOWN SQUARE, PA EXPECTED START DATE TO END DATE: JULY 2021 - JANUARY 2022

IN THIS ROLE, YOU’LL:

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 knowhow. Furthermore, you will develop your process, technology and business knowledge not only resolve but also proactively position the topics you support. As 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 knowhow 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 trouble shooting, positioning alternative routes, or passing the issue to the next qualified expert. 
  • Trouble shoot & 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 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, therefore creating additional benefit to the business
  • Quality & 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 are remain sitting in the queue for too long. Maintain back-end entries, reopen and/or close the ticket in the system for accurate reporting.

   

• COORDINATE MULTI-CHANNEL 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 - set-up 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 BACK-UP & BUSINESS SUPPORT – Level 1 team members may be required to work shift times during weekend 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.

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. 

• 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

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 
• Multi-tasking/ 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: fluent in written + spoken English, Chinese or Japanese is a benefit

Education & Job Experience:

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

FOLLOW @SAPIXP ON INSTAGRAM AND DON’T MISS ANYTHING ABOUT OUR EXPERIENCES WORLDWIDE! 

SAP'S 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.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now_._

SAP'S 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 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).

Successful candidates might be required to undergo a background verification with an external vendor.

ADDITIONAL LOCATIONS: 

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. 

• 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

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 
• Multi-tasking/ 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: fluent in written + spoken English, Chinese or Japanese is a benefit

Education & Job Experience:

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

FOLLOW @SAPIXP ON INSTAGRAM AND DON’T MISS ANYTHING ABOUT OUR EXPERIENCES WORLDWIDE! 

SAP'S 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.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now_._

SAP'S 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 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).

Successful candidates might be required to undergo a background verification with an external vendor.

ADDITIONAL LOCATIONS:

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.