SAP MCC CISE Engineer

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.

SAP is a global leader in enterprise application software, committed to empowering businesses of all sizes to innovate and excel. Our solutions integrate operations across various platforms—cloud, desktop, mobile—to help organizations operate profitably, adapt continuously, and grow sustainably.

Team Responsibilities: The Customer Interaction Support Escalation (CISE) delivers remarkable customer support across three primary areas: On-Demand Support, Proactive Services, and Additional Services.

1. On-Demand Support:

o Provide 24/7 assistance to customers, focusing on case management to prevent escalation and also E2E escalation follow up.

o Offer efficient and accurate service by delivering status updates, accelerating resolutions, adjusting priorities, and managing escalation requests, while addressing non-technical inquiries related to SAP4Me, Support Portal, S-user IDs, Universal IDs, Software Downloads, and License Keys.

2. Proactive Services:

o Offer customer enablement through CIC Webcasts, info-sessions, SAP Community Blogs, and Support Videos aimed at educating and empowering customers for improved interactions with SAP support.

o AIM - Accelerated Incident Management, a premium, billable service for Max Attention customers, providing proactive case follow-up, reporting/trend analysis, and empowerment education sessions.

3. Additional Services:

o Facilitate efficient booking of remote services.

o Support ad-hoc corporate initiatives and SAP front team to ensure comprehensive support coverage for all SAP customers.

Job Purpose and Objectives: As a Customer Interaction Support Escalation Support Associate, you will be pivotal in enhancing customer satisfaction and strengthening customer relationships by offering efficient and proactive support.

Key Expectations and Tasks:

· Evaluate customer technical issues from a business perspective to understand their impact on daily operations.

· Manage customer expectations aligned with established SAP processes and procedures.

· Engage relevant stakeholders to ensure timely and effective resolution of critical customer cases.

· Assist customers with queries about software downloads, User IDs, license keys, and navigating the SAP support website effectively.

· Deliver informative sessions to customers, SAP partners, and internal stakeholders.

· Handle critical customer escalations until resolution, ensuring customer satisfaction and engagement.

· Participate in weekend and public holiday support activities to guarantee continuous service.

· Provide feedback for future process improvements and collaborate with global counterparts on projects and key roles.

Education, Qualifications, and Competencies:

· Bachelor’s degree or above in computer science, engineering, or a related field preferred.

· Fluency in English; proficiency in an additional Asian language (e.g., Japanese/Korean) is advantageous.

· Exceptional customer focus and communication skills (oral/written).

· Quick learner, adaptable, and strong team player who thrives in a multicultural environment.

· Self-motivated, passionate, and committed to direct customer interaction.

· Flexibility with shift schedules.

Experience:

· Position open to fresh graduates with a Bachelor's/Master’s degree in computer science, engineering, or relevant fields.

· 5+ years of relevant work experience in IT support is beneficial; SAP-related experience is preferred.

Travel Requirements:

· Ability and willingness to travel within China and overseas as needed.

By joining SAP's Customer Interaction Support Escalation as a Support Associate, you will contribute to delivering outstanding customer support, enabling businesses to leverage SAP solutions effectively for enhanced growth and innovation

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: 448189 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid