CISE Support Associate

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

As market leader in enterprise application software, SAP helps companies of all sizes & industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people & organizations to work together more efficiently & use business insight more effectively to stay ahead of the competition. SAP applications & services enable customers to operate profitably, adapt continuously & grow sustainably.

About the team:

The CISE is a fast paced and dynamic customer facing department in which a friendly, highly supportive, and multicultural team interact with SAP customers from around the globe. Our core inbound work involves supporting and advocating for customers across the SAP ecosystem and LOBs.

With quarterly team events and a consistent employee engagement score of 90% and above over the last 10 years, the CISE team is one which prides itself on our team spirit and teamwork and has a flexible Hybrid work model

What we do:

In the CISE, you will find yourself in a friendly multinational & multicultural learning environment, on a team who supports each other. Our core team primarily supports customers through a selection of support channels, offering 24*7 support in a follow the sun approach with our additional global department locations: Brazil, China, India, and Philippines. We assist in the prioritisation of customer’s technical cases by analysing the effect on their business from a commercial perspective.

What you’ll do:

• Provide high-quality customer interactions through the processing of inbound customer calls, emails, chats & webforms
• Analyse customer’s non-technical queries, researching possible solutions & providing solid answers easily understood by the customer
• Evaluate, from a commercial perspective, how the customer’s technical issue affects their daily business processes through gathering comprehensive business impact information
• Assist & educate customers in navigating support pages, educating them on how to use software download & license key functions
• Collaborate with colleagues across SAP teams, engaging with appropriate stakeholders ensuring all customer cases are resolved effectively & in a timely mannerAlongside our core inbound work, CISE have a variety of sub teams and roles, including:
• Customer Enablement Program providing proactive education via webcasts and info sessions.
• Incident Management for Max Attention customers
• Engaging with internal and external colleagues on a variety of support related roles and projects including CIM & SMP

You will experience a stimulating environment that supports teamwork and high work ethic. Joining the CISE team will lay your foundations for a successful career in a team that is results driven and lead by a management team who recognise outstanding performance in members.

What we look for in you:

• Commitment to provide excellent customer service
• Passionate & dedicated team player
• Strong time management, prioritization & multi-tasking capabilities; utilising available time efficiently to achieve effective & efficient results
• Enjoys & thrives on performing multiple tasks & responsibilities at once
• Shift flexibility, weekend work (approx. 1 day per quarter) & Bank Holidays (compensated with additional vacation)

Education & Qualifications:

• Graduate of a Bachelor’s/ Master’s degree in Business or Computer Science areas preferable
• Fluency in English with excellent communication skills
• Fluency in a second European language an advantage e.g. German / French / Spanish / Italian

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

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

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 454535 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid