WHAT WE OFFER

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

To help support our global growth, SuccessFactors - Sales Performance Management Support organization is seeking a Support Associate to join our team at our San Ramon, CA office location.  

Support Associates will  work closely with the Global Support Team, customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with analysis skills to deliver the highest level of problem resolution to SAP SalesCloud customers, consultants and partners using our Commissions or Workflow products.

• Act as the first point of contact for all customers, consultants and partners requiring application support.
• Research, analyze and troubleshoot all incoming web, phone and email case requests.
• Provide phone, chat and email assistance to customers, consultants and partners on the usage of SAP SalesCloud products and layered components, such as data transformation tools and report writing tools. 
• Send first response for all incoming cases verifying the severity, next steps, ETA for next communication
• Install and configure the product suite to recreate issues and analyze for root cause.
• Develop and maintain effective relationships with internal and external customers.
• Proactively communicate client status, concerns and issues to appropriate management team. 
• Contribute to Support Community Product forums and authoring Knowledge Base articles
• Update support case tracking system to provide accurate and current documentation of issues.
• Provide on-call support during weekend, on rotation-basis or when scheduled.

Qualifications:

• Bachelor's Degree in Computer Science, CIS, MIS, STEM or related field required
• 1+ years of experience in a customer support environment, SaaS experience a plus.
• Knowledge or experience with relational databases such as Oracle, SQL Server, etc
• Knowledge or experience with Linux and Windows Operating Systems.
• Foundational knowledge of technology components such as:
  • SQL and SQL stored procedures(PL/SQL, T-SQL)
  • Scripting programs e.g., Python, Groovy
  • Web Application Servers, e.g. Tomcat, WebLogic
  • Java Language including XML, Servlet, EJB APIs
• Excellent customer relationship, organizational, verbal and written communication skills, problem solving and listening skills,.
• Highly motivated, self-starter

#GWG21

WE ARE SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

OUR INCLUSION PROMISE

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 and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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

 Requisition ID:295115 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time  | Additional Locations: 

ROLE REQUIREMENTS 

You will need:  

• Bachelor’s degree in Computer Science, CIS, MIS, STEM or related field required. 
• Experience in a customer support environment, SaaS experience a plus. 
• Experience with relational databases such as Oracle, SQL Server, etc. 
• Experience with Linux and Windows operating systems. 
• Working knowledge of SQL and SQL stored procedures (PL/SQL, T-SQL). 
• Knowledge of the Java language including XML, Servlet, EJB APIs. 
• Knowledge of Tomcat and/or WebLogic. 
• Excellent customer relationship, organizational, verbal and written communication skills. 
• Excellent problem solving and listening skills. 
• Highly motivated, self-starter.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now_._

SAP'S DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

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

ADDITIONAL LOCATIONS:

SAP is one of the biggest business software companies in the world. We collaborate every day to help make the world run better and improve people's lives. Every day, we help companies and organizations of all sizes and industries to run their businesses profitably, to adapt continuously, and grow sustainably.