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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.

The primary function of the Support Associate is to effectively provide dependable and timely resolution to all product related technical issues experienced by Successfactors customers. The Support Associate may also interface with external and internal technical implementation teams which include System Administrators, Database Administrators, Application Developers, System Integrators, Third Party Consultants, and Project Managers.  The Support Associate will also work with the Successfactors / SAP Engineering, Solutions Management, and Hosting Operations teams to resolve complex software issues while identifying product defects, enhancements, and limitations.

DUTIES AND RESPONSIBILITIES

• Provide direct technical assistance to customers via phone and email.
• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
• Create internal/external content for Successfactor’s / SAP’s knowledge base
• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Anticipate customer needs and effectively address concerns related to their issue or resolution
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
• Ensure that individual performance meets or exceeds department standards.
• Develop strong working relationships with cross-functional teams within Successfactors/SAP.
• Work with customers to identify and resolve reported system defects
• Must be available for weekend or evening support as required.
• All other duties as assigned.

Skills:

• Strong problem solving, organizational, and analytical skills
• Ideal candidate would have either SF experience, HCM, technical skills, or support experience
• Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible.
• Ability to work well in a fast paced environment
• Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once.
• Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
• Strong ability to capture a complete and accurate problem/symptom description of reported issues.
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
• Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.
• Can do attitude and team player.
• It is desired that candidates have a working knowledge of one or more of the following concepts/technologies:
  • An understanding of object-oriented methodologies and programming in Java.
  • Hands-on experience with XML, ability to understand and make changes to XML files
  • Experience with using developer tools in browsers (IE, Chrome, Firefox) to troubleshoot issues in SuccessFactors.
  • Experience with reading/understanding SQL statements

PREFERRED QUALIFICATIONS

• Bachelor’s degree with a technical discipline
• 0-2 Years working with a web-based software solution (Successfactors Solutions preferred)
• Experience in Support, Software Development, IT, or Quality Assurance is preferred

BASIC QUALIFICATIONS

• Bachelor’s Degree with a technical discipline OR a minimum of 3-5 years of experience in Support, Software Development, IT, or Quality Assurance

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.