PURPOSE OF POSITION

The Support Associate is responsible for triaging and resolving customer issues. This role will interact directly with customers to understand the issue reported, research what is causing the delivery issue, and reach out to and work with operators / peers to resolve the issue. Support Associates will provide timely updates to customers and document their findings and actions in the CRM ticketing tool.

Duties include ensuring that Service Level Agreements are adhered to for all customers; interacting directly with Customers and Sales to address customer questions/escalations; answering the SUI phone line; and coordinating internal resources as necessary to resolve the issue. In addition, duties will include reviewing, updating, and adding to the SUI Playbook;  providing some Level 1 & 2 support and completing some provisioning activities.

MAJOR DUTIES & RESPONSIBILITIES

• Monitoring of messaging platforms, provide first and second level troubleshooting, escalate/follow up the incident until it is resolved
• Works in a 24 x 7 operations center in support of mission-critical environment, including issue resolution and provisioning as assigned
• Individual must understand and pass robust security procedures in order to be given approval rights for updating the platform
• Works effectively with internal and external organizations as necessary to expedite repair efforts
• Provides assistance to the Service Desk team for issues relate to known outages
• Retrieve referral status updates and request escalations as necessary from external Carriers
• Follow all new and existing SUI and NOC processes and standard operation procedures

EXPERIENCE / SKILLS REQUIRED

MANDATORY

• Knowledge and usage of Linux (or any Unix variant) command line interface
• Knowledge and usage of Shell scripts and SQL commands
• Willing to work 24/7 on rotating shifts including weekends and Public Holidays

PREFERRED

• 1 year of experience in network operations, infrastructure support, or 1st or 2nd line support experience
• Experience with UNIX/Linux command line interface
• Proficiency with NT/Windows basic commands and applications
• Ability to provide superior customer service support to Sybase 365 internal and external customers
• Knowledge of telecommunications, networking and Internet essentials
• Ability to properly operate Sybase 365 tools and applications: Trouble Ticket System, Linux OS, Database SQL operations
• Strong documentation abilities necessary to ensure timely problem resolution
• Independent problem solver and self-starter
• Strong inter-personal and communication skills with ability to interpret complex topics
• Languages: English (mandatory); Nice to have: Spanish, French, Portuguese, Italian, Mandarin

EDUCATION

• New Diploma qualified in IT, Telecom or Computer Science Engineering may apply or equivalent work experience
• 1-2 years relevant experience, preferably within industry

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

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.

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

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.