SAP Support is a global organization of more than 4000 engineers and experts worldwide which handles customer support incidents (24×7), provide proactive services, and share knowledge with customers to deliver first-class support for the complete SAP portfolio.
The role description below lists the primary responsibilities for a Support Associate as part of the SAP Product Support team.
EXPECTATIONS AND RESPONSIBILITIES
Solving customer’s problem
Resolve known errors by means of SAP’s vast knowledge base (e.g. SAP Notes, Knowledge Base articles, solved customer incidents, Info docs, documentation, WIKI) or verifying customized entries or hardware parameters in SAP’s internal system.
Perform root cause analysis and provide solutions
Achieve a good level of customer satisfaction by facing them directly.
Attend (external and internal) e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching.
Research, document and share knowledge through creation of SAP answers, WIKI documents, Knowledge Base articles, etc.
Participate in weekend support/ 24×7 support activities.
Improve product by finding and reporting errors/ bugs to development organizations.
Participate in various SAP forums to gain and share your knowledge worldwide.
Using new and innovative ways to support customers.
Contribute innovative ideas to help towards the Product Support vision of support customers in real time.
Volunteer to participate in projects aimed at achieving the Product Support vision of new generation support.
Work with cutting edge technology, cognitive computing, business intelligence, etc.
Carry out new tasks as requested by team and management to help achieve the Product Support vision.
IDEAL CANDIDATE PROFILE
Bachelor’s Degree or Master’s Degree in Computer Science, Software Engineering, or an Engineering discipline
Overall 2+ years of relevant experience in Basis upgrade.
The candidate should have good understanding of SAP Netweaver based systems. Basic knowledge of HANA would be preferred.
Knowledge on Database Migration Option (DMO) of SUM installation, Note implementation, release and SP upgrade and database migration will be an added advantage.
Excellent Problem Solving & Communication Skills
Willingness to take the initiative to contribute beyond your own responsibilities
First hand customer handling experience is essential
Location: Bangalore / Gurgaon
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