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Consumption Support Associate CoE

3 months ago

Taguig, National Capital Region, Philippines SAP Full time

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

YOUR FUTURE ROLE:

Consumption commercial models are gaining more and more relevance for SAP. This is why the GFS Consumption CoE is growing. In this position, you will be responsible for providing post-sales support for billing and consumption related issues and inquiries and acting as dedicated point of support contact for customers, partners, and internal stakeholders. We are seeking for highly motivated Support Specialists with a passion for customer satisfaction and strong resolution capabilities for complex topics. The ideal candidate is willing to learn with strong collaboration and communication skills and enjoys working in an agile, fast-paced environment and with globally distributed cross-functional teams.

The role of the Consumption Support Associate includes the following activities:

  • Provide post-sales support for billing and consumption related issues / inquiries and act as dedicated point of contact for customers, partners, and internal stakeholders (i. e. Account Executives)
  • Actively manage ticket inbox, monitor incoming support requests, answer internal/external support queries within defined Service Level Agreements (SLAs) and drive ticket/problem resolution end-to-end
  • Review incoming tickets / inquiries and check against contractual documents, correspondence, consumption records. Identify customer related information and verify consumption data in different systems
  • Align on customer intention with customer and/or Account Executive and define appropriate problem resolution path
  • Proactively interact with other SAP support functions and identify appropriate external support resources if L1 resolution is not possible​.
  • Assign tickets to appropriate external resources​ and process support requests across external L1, L2 and L3 support levels to final resolution (request data, active follow-up, and status tracking)
  • Update customer data in relevant applications / systems
  • Pro-actively support escalation manager in case of incident escalation
  • Actively cooperate with consumption billing team contributing to complex cases resolution
  • Support maintenance of support knowledgebase

YOUR PROFILE:

To qualify for the job, you should bring the following abilities

  • Education: Bachelor's degree in Business, Computer Science, Information Technology, or a related field
  • Experience: entry level position, related work experience is an advantage.
  • Technical Skills: basic level of understanding of SaaS software products and the ability to troubleshoot and resolve complex technical and/or financial issues efficiently
  • Problem-Solving Skills: Strong analytical and problem-solving abilities, with a customer-centric mindset.
  • Tools: Familiarity with support management tools and software, such as CRM, billing systems and ticketing tools (ideally SAP tools and applications)
  • Communication Skills: Excellent and fluent English communication skills (verbal and written), with the ability to communicate complex technical and financial information clearly.
  • Collaboration: Enjoy working in an agile, fast-changing environment and with globally distributed cross-functional teams. Team player with positive attitude and open to feedback and high level of stress resilience

ABOUT THE TEAM / BRAND / LINE OF BUSINESS

The Global Finance Success (GFS) Consumption CoE is responsible for all consumption commercial model billing. In aspiration of high automation billing requirements are defined for the internal systems involved and process and system improvements advanced. The Private Cloud Consumption Billing team prepares, analyzes and process balance statements for the public cloud commercial models. The work results in monthly billing statements for the customer to understand their usage of SAP Software. The Consumption Support team supports customers, partners, and internal stakeholders in case of questions or problems related to balance statements and consumption and closely works with colleagues on process improvements and the onboarding of new models.

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

We win with inclusion

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:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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: | Work Area: Finance | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.