Job description

SAP Cloud Support provides support to all of SAPs OnDemand solutions like our flagship OnDemand suite SAP Business ByDesign as well as SAP Sourcing OnDemand, SAP Sales OnDemand, SAP StreamWork and many more.

Our main focus is supporting our customer’s use of SAPs OnDemand solutions, as well as the solutions themselves ? we do not engage actively in any system administration, management or delivery of tasks.

In a Direct Support capacity, you will be responsible for pre-analysis of incoming customer problems and providing solutions for known issues, which are reported online through our Service Backbone and/or in direct contact with the customer.
As Direct Support also owns the local language interface to customers, one major part of the role involves translation and interpretation tasks.

This role will often involve liaising with other teams and departments (such as Expert Support, SAP Hosting, Development etc.). Using own initiative, team work, knowledge databases, problem simulation, documentation and working remotely on customer systems, we resolve issues while achieving excellent customer satisfaction.

• Supporting customers using SAP’s OnDemand product portfolio.
• Providing local language interface to German customers.
• Inbound and outbound calls to/from German customers.
• Possibility of service provision to customers from other countries in English.
• Translating Incidents from German to English and vice versa.
• Interpreting between non-German speaking colleagues and German customers where necessary.
• Analyse and resolve customer incidents using knowledge databases and/or verifying customising entries or hardware parameters.
• Performing various monitoring tasks (IPS - Incident Progress Screening).
• Reporting complex/undocumented errors to next support/development levels.
• Provide assistance to customers on how-to, procedural issues and queries.
• Share knowledge with the team.
• Maintain Knowledge Database.
• Engage in shift-work as scheduled.