SAP - Support Associate - Customer Interaction Centre - Galway - 6 months contract ABOUT SAP As the market leader in enterprise application software, SAP helps companies of all sizes and in all industries run better. Together with its extensive ecosystem, SAP delivers products and services that accelerate business innovation for its more than 190,000 customers in more than 120 countries. SAP was founded in 1972 by five engineers who had a vision to help companies run their businesses better, faster, and more efficiently with software solutions. Headquartered in Walldorf, Germany, SAP has experienced a rich history of innovation and growth ever since. SAP has approximately 60,000 employees and sales and development locations in 75 countries worldwide. SAP IRELAND In Ireland, SAP has offices in Dublin and Galway and employs over 1,200 people in 35 different lines of business. At SAP, we value the unique qualities that each employee brings to our company. Visit sap/careers/Ireland for further information. PURPOSE AND OBJECTIVES The Customer Interaction Center (CIC) is a Global organisation supporting customers across Europe, the Middle East, Africa, the United States and Canada. We are a central point of contact for customer queries as per maintenance agreements. Utilising exceptional communication skills the core function of the CIC is to obtain real-time business information relating to real-time consequences of customers’ on-site technical problems. The CIC team is responsible for analysing the impact of the technical issue on the customer’s business, thereby enabling SAP support to investigate, prioritise, and provide timely resolutions. The CIC department is made up of enthusiastic and dynamic individuals committed to working as part of a team to help resolve customer issues and contribute to a superior service for customers. The team is rich in cultural diversity reflective of the large multicultural consumer base CIC supports. EXPECTATIONS AND TASKS Evaluate (from a commercial perspective) how the customer’s technical issue affects their daily business processes Engage with the appropriate stakeholders to ensure that critical customer cases are resolved effectively and in a timely manner Manage customer expectations in accordance with SAP processes and procedures Assist the customer with queries relating to system access and downloading software EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES Degree in Business or IT related discipline Fluency in English with excellent communication skills. Second European language desirable but not essential Collaborative approach to work with others to achieve group goals Willingness to take personal responsibility to ensure external and internal customer satisfaction Ability to build relationships and develop rapport internally and with external clients Commitment to continuous updating of knowledge of current systems and technology by reviewing materials and consulting internal or external experts Flexibility with working hours Apply on-line Visit sap/careers/Ireland
Posted on: Mon, 15 Jul 2013 12:06:28 +0000