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Consumption Support Specialist CoE
2 months ago
Consumption Support Specialist
We are seeking a highly motivated and customer-focused individual to join our Global Finance Success (GFS) Consumption CoE team as a Consumption Support Specialist. As a key member of our team, you will be responsible for providing post-sales support for billing and consumption-related issues and inquiries, acting as a dedicated point of contact for customers, partners, and internal stakeholders.
About the Role:
- Provide post-sales support for billing and consumption-related issues/inquiries and act as a dedicated point of contact for customers, partners, and internal stakeholders.
- 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).
- Actively cooperate with consumption billing team contributing to complex cases resolution.
- Drive root cause analysis to further enhance and stabilize billing system.
- Actively drive ticketing process optimization to enhance support service.
- Update customer data in relevant applications/systems.
- Pro-actively support escalation manager in case of incident escalation.
- Support maintenance of support knowledgebase.
About You:
- Education: Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
- Experience: Minimum 2 years of experience in support position (preferable) or equivalent work experience. Good level of Support and Finance knowledge.
- Technical Skills: Good 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 SAP:
SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.
Why Join SAP:
- Be part of a global team that is passionate about making a difference.
- Contribute to the development of innovative solutions that help our customers succeed.
- Enjoy a dynamic and inclusive work environment that values diversity and promotes growth.
- Take advantage of our comprehensive benefits package and opportunities for professional development.
Equal Employment Opportunity:
SAP is an equal opportunity employer and is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.
