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.
Meet your team:
The Technical Support (TS) – Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) Product Areas of SAP Business Network, SAP Ariba, and SAP Fieldglass within the Customer Support organization. The SAP Ariba team provides global support for customers across the suite of procurement solutions within the categories of Procure to Order, Source to Contract, Supplier Management, and Cloud Integration. The Procurement Apps Support services ensure customers benefit from the deep Product expertise within the team and cross-functional collaboration throughout their support experience.
We are looking for a person who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to functional and technical questions, implementation, deployment, functionality, and usage of SAP Products.


What you will do:

• Provide direct technical assistance with customers via Real Time Channels (Chat, Phone, Webforms) and Service Now (SNOW)
• Own and manage concurrent cases in a ticketing system
• Provide ongoing and timely communication to customers regarding the status of their issues
• Troubleshoot customer issues to resolution
• Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
• Collaborate with and develop strong working relationships with cross-functional, global teams
• Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects
• Provide on-call support during evenings and weekends as required by a rotational schedule
• Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released.
• Using knowledge of SQL and Java to troubleshoot and resolve issues.
• Focusing on customer service, including frequent, high-quality communication
• Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible.

What you bring:

• Bachelor’s degree with 2 to 5 Years working experience in Support, Software Development, IT, or Quality Assurance
• Experience in a previous technical support or customer service role
• Experience working with Procurement/ ERP Solutions (prefferalby SAP Products)
• Hands on experience on SQL & Java
• Troubleshooting and debugging common web-browser issues
• Exceptional written and oral communication skills
• Effectively handle difficult and challenging customer interactions
• Proven ability to manage multiple tasks or projects with changing priorities
• Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• Thrive in a fast-paced environment.
• Ability to work cross-culturally

Beneficial skills:

• Additional European Language (German preferred).
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Business Network for Procurement (formerly known as Ariba Network), CIG and supply chain.

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: Careers@sap.com
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: 401841 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.