SAP Labs India hiring Support Associate
Company Name: SAP Labs India
Position: Support Associate
Education: BE/B.Tech, ME/M.Tech, MCA, MBA
Experience: Freshers
Location: Bangalore
Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer messages, documentation, WIKI or verifying customized entries or hardware parameters
Perform root cause analysis and provide solutions in complex environments for specific fields/areas
Achieve a high level of customer satisfaction through individual case work
Escalate on time and good quality – keep messages aged days to a minimum
Enterprise Support KPI adherence P1 case handling
Maintain and follow your personal training plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training and Coaching
Participate in weekend support activities
Provide extended and 24 hour coverage if required
Report errors to development organizations (e.g.IMS/BST and TD/BU)
Involvement in message reduction tasks like creation of Knowledge Base Articles and notes, contribution in SDN forums and SDN WIKI 2) Knowledge Transfer
Coaching and Mentoring
Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
Deliver standard application/technology trainings and workshops
Perform knowledge transfer to internal staff and external customers & partners
Produce e-Learning Content (Forums/Wiki to help with message deflection)
Drive creation of Knowledge in area of expertise and drive proactively proliferation of knowledge created externally and internally
3) Additional Tasks
Product specialization – be a product expert in at least one area
Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL
Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g: CIM escalation, account escalation)
Participate in internal projects driven by internal requirements
Be involved in CoE/IMS activities driven by business requirements
Take initiatives improving team’s performance and efficiency
Onsite Resolution: Go on site to resolve critical product issue
Work Experience
Basic to advanced knowledge in one application/technology area / basic knowledge of at least one other area
Basic to advanced understanding of business processes within one application/technology area
Basic to professional skills with one programming language such as ABAP, JAVA, dot,net
Technical skills (debugging, tracing, verifying complex customizing)
Experienced dealing with IT and standard software (MS Office,…)
Basic to advanced knowledge of Business Management Basics and of Basic Business Processes
Implementation of Notes and Support Packages and Service Packs; execution of transports or upgrades
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES
Bachelor or Master Degree in, Natural Science, Technology, Business or equivalent work experience in related field preferred.
Company Profile:
As the world’s leading provider of business software, SAP delivers products and services which help accelerate business innovation for its customers. We believe that doing so will unleash growth and create significant new value for our customers, SAP, and ultimately, entire industries and the economy at large making the world a better place for people everywhere.Today, more than 82,000 customers in more than 120 countries run SAP applications – from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations.
How to Apply:
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