Consumption Support Specialist
hace 4 semanas
We empower global efficiency
At SAP, we foster an environment that allows you to excel. Our corporate culture emphasizes teamwork and a collective commitment to enhancing global operations. Our daily focus is on establishing a robust foundation for the future while cultivating a workplace that values diversity, promotes flexibility, and aligns with our mission-driven and forward-thinking objectives. We provide a collaborative and supportive team atmosphere, emphasizing continuous learning and development, recognition of individual contributions, and a range of benefits tailored to your needs.
YOUR FUTURE ROLE:
The significance of consumption commercial models is on the rise at SAP, prompting the expansion of the GFS Consumption CoE. In this role, you will be tasked with delivering post-sales assistance for billing and consumption-related inquiries, serving as a dedicated support contact for customers, partners, and internal stakeholders. We are looking for enthusiastic Support Specialists who prioritize customer satisfaction and possess strong problem-solving skills for intricate issues. The ideal candidate will be eager to learn, exhibit excellent collaboration and communication abilities, and thrive in a dynamic, fast-paced environment while working with globally distributed cross-functional teams.
The responsibilities of the Consumption Support Associate encompass the following:
- Deliver post-sales assistance for billing and consumption inquiries, acting as the primary contact for customers, partners, and internal stakeholders (e.g., Account Executives).
- Efficiently manage the ticket inbox, monitor incoming support requests, respond to internal/external inquiries within established Service Level Agreements (SLAs), and oversee ticket resolution from start to finish.
- Examine incoming tickets/inquiries against contractual documents, correspondence, and consumption records. Identify customer-related information and validate consumption data across various systems. Collaborate with customers and/or Account Executives to clarify customer intentions and determine the appropriate resolution path.
- Proactively engage with other SAP support functions and identify suitable external support resources if Level 1 resolution is unattainable. Assign tickets to the appropriate external resources and manage support requests across external Level 1, Level 2, and Level 3 support levels until final resolution (including data requests, active follow-up, and status tracking).
- Update customer information in relevant applications/systems.
- Support the escalation manager proactively in cases of incident escalation.
- Collaborate closely with the consumption billing team to contribute to the resolution of complex cases.
- Assist in maintaining the support knowledge base.
YOUR PROFILE:
To be considered for this position, you should possess the following qualifications:
- Education: A Bachelor's degree in Business, Computer Science, Information Technology, or a related discipline.
- Experience: This is an entry-level position; relevant work experience is advantageous.
- Technical Skills: A foundational understanding of SaaS software products and the ability to troubleshoot and resolve complex technical and/or financial issues effectively.
- Problem-Solving Skills: Strong analytical and problem-solving capabilities, with a customer-focused approach.
- Tools: Familiarity with support management tools and software, such as CRM, billing systems, and ticketing tools (preferably SAP tools and applications).
- Communication Skills: Excellent and fluent English communication skills (both verbal and written), with the capacity to convey complex technical and financial information clearly.
- Collaboration: A preference for working in an agile, rapidly changing environment and with globally distributed cross-functional teams. A team player with a positive attitude, open to feedback, and resilient under pressure.
ABOUT THE TEAM / BRAND / LINE OF BUSINESS:
The Global Finance Success (GFS) Consumption CoE oversees all billing related to consumption commercial models. With a focus on high automation, billing requirements are defined for the internal systems involved, and process and system enhancements are pursued. The Private Cloud Consumption Billing team prepares, analyzes, and processes balance statements for public cloud commercial models. This work culminates in monthly billing statements that help customers understand their usage of SAP Software. The Consumption Support team assists customers, partners, and internal stakeholders with inquiries or issues related to balance statements and consumption, while closely collaborating with colleagues on process improvements and the onboarding of new models.
Bring out your best
SAP innovations enable over four hundred thousand customers worldwide to collaborate more effectively and leverage business insights more efficiently. Initially recognized for our leadership in enterprise resource planning (ERP) software, SAP has transformed into a market leader in comprehensive business application software and related services for database management, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and over one hundred thousand employees globally, we are purpose-driven and future-focused, committed to a highly collaborative team ethos and personal development. Whether connecting global industries, people, or platforms, we ensure that every challenge receives the solution it deserves. At SAP, you can truly excel.
We win with inclusion
SAP's culture of inclusion, emphasis on health and well-being, and flexible working models ensure that everyone—regardless of background—feels valued and can perform at their best. We believe that our strength lies in the unique capabilities and qualities that each individual contributes to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We are dedicated to unleashing all talent and creating a better, more equitable world.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability. Successful candidates may 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.
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