2 days old

Support Associate Job

Lake Mary, FL
  • Job Code
Support Associate Job

Support Associate Job

Date: Sep 28, 2017

Location: Lake Mary, FL, US, 32746

Company: SAP

Requisition ID: 156753
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Early Talent
Employment Type: Regular Full Time




As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.


About the role:
Join a dynamic team of technical experts, driven by their desire to facilitate customers in getting the most out of the latest SAP technologies. The Product Support Associate Engineer will work with the biggest Fortune 500 customers, in the cloud, big data landscapes, troubleshooting data manipulation operations, ETL and data governance/quality tasks.  The job involves covering 2nd/3rd line support dealing with complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by SAP customers. 


Duties and Responsibilities
* Provide direct technical assistance to customers via phone, email, and expert chat.
* Provide internal and external user support for application issues of a technical nature.
* Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
* Create internal/external content for SAP’s knowledge base
* Maintain consistent, regular communication with customers regarding the status of their requests.
* Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
* Anticipate customer needs and effectively address concerns related to their issue or resolution
* Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
* Ensure that individual performance meets or exceeds department standards.
* Develop strong working relationships with cross-functional teams within SAP.
* Work with customers to identify and resolve reported system defects
* Must be available for weekend or evening support as required.
* All other duties as assigned.


* Strong problem solving, organizational, and analytical skills
* Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible.
* Ability to work well in a fast paced environment
* Proven ability to manage multiple tasks or projects with changing priorities.  Enjoys and thrives on performing multiple tasks and responsibilities at once.
* Strong time management and prioritization skills.  Utilize available time efficiently in order to achieve effective and efficient results
* Strong ability to capture a complete and accurate problem/symptom description of reported issues.
* Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
* Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.
* Can do attitude and team player.
* It is desired that candidates have a working knowledge of one or more of the following concepts/technologies:
- Familiar with one or more databases including Oracle, DB2 or Microsoft SQL Server.
- Experience with Application Servers such as WebLogic or WebSphere.
- Knowledge/experience with one or more Web Servers like Sun One or IIS.
- Working knowledge of Windows, UNIX, Linux based operating systems.
- Experience in SAP technologies


* Bachelor’s degree with a technical discipline (or equivalent experience)
* Experience in Support, Software Development, IT, or Quality Assurance is preferred
* Passion for technology




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 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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.


EOE AA M/F/Vet/Disability:


Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations:


  • Customer Service

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Support Associate Job

Lake Mary, FL

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Lake Mary, FL

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