Manpower @ SAP are delighted to be recruiting for a Technical Knowledge Consultant on a fixed term contract basis.
SAP's vision is to help the world run better and improve people's lives. As the cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries run better. SAP empowers people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.
At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. You'll work alongside creative thinkers who share your interests, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you'll be able to get more out of your career. It's no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.
Now it's your turn to take the next step and help make the world Run Simple.
PURPOSE AND OBJECTIVES
SAP Learning is - amongst others - responsible for driving enablement for SAP products and innovations, cloud transformation, and the expansion of SAP's ecosystem at a new scale. Key objectives are
- deliver simple, consistent and cloud-ready learning for SAP products and innovations to our customers, partners, employees and the eco-system
- enable a new scale of learning through learning.sap.com, SAP Learning Hub and openSAP
- increase speed and efficiency of content delivery
The Learning Systems Operations & Support team within SAP Learning (Systems Engineering) is responsible for operating all learning platforms and solutions with a consistent and aligned technical architecture. Focus is the technical operations of the new SAP Learning platform, the SAP Training & Certification shop on training.sap.com and the delivery of SAP Learning Hub as a cloud offering to our customers. We are responsible for over 600,000 users and solve their technical issues 24x5 around the globe. We deliver fast resolutions to our customers' technical incidents while ensuring the highest customer service. The reliability of the learning platform is paramount to our customers and users who are learning to use and implement SAP's software on SAP Learning Hub.
EXPECTATIONS AND TASKS
As a Support Consultant for SAP Learning, the Training & Certification shop and SAP Learning Hub you will work in a multi-national and globally distributed team and you will be responsible for the following areas:
Customer Support
- Solve technical issues for customers on SAP Learning, the Training & Certification Shop and SAP Learning Hub landscapes
- Communicate clearly, professionally and proactively with customers via e-mail and ticketing channels
- Manage customer escalations
- Collaborate with fellow support colleagues and other internal organizations globally to provide superior customer service
- Take ownership of technical issues and drive to resolution
- Continuously improve support processes to increase efficiency
- Drive and manage projects with other support colleagues
- Create root cause analysis of reported incidents for our stakeholders
- Run reports on learning usage triggered through customer service requests
- Deliver on-demand reports to our customers based on their individual needs
- Provide qualitative feedback to product management teams for improvements to platforms, tools & processes
- Ensure GDPR compliance for global operations processes
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
Required Skills:
We expect from you:
- Enthusiasm for working in a (global) team, especially with virtual teams
- Very good communication and presentation skills
- Excellent written and comprehension skills for the creation of Knowledge Base Articles
- Experience in managing escalations both with business stakeholders and customers is a plus, supporting cases in a timely fashion
- Excellent problem-solving skills and a willingness to investigate issues and resolve customer cases within a specified time frame
- Superior analytical skills for root cause analysis reports for our internal teams
- Knowledge of SAP SuccessFactors Platform, SAP SuccessFactors Learning, SAP Jam or SAP C4C is a plus
- Fluent in English, both spoken and in writing
- Professional user of MS Office (Power Point, Outlook, XLS, / Zoom / MS Teams)
- Superior degrees during studies in business administration with technology focus, computer science, information technology or software engineering
Preferred Skills:
- Proven skills in customer communication, incident resolution and escalation management
- Experience in working with global and virtual teams
- Experience in contributing to projects or even in leading projects with a global team to drive improvements in system and processes between teams
- Good understanding of learning management systems, e-learning, digital learning concepts, agile development/DevOps are a plus
- Experience in providing accurate reporting services
WORK EXPERIENCE
- 1-2 years' experience in a technical support role
- Professional experience in customer engagement
- Experience in escalation management
