Sales Solution Support Associate

**We help the world run better**

**Key Areas of Responsibility and Tasks**

**The organization**:Intelligent Enterprise Solutions (IES) focuses on the successful creation, deployment, and execution of sales supporting processes, tools, and services, across all Global Customer Organization (GCO) business areas, which essentially refers to the different SAP sales teams (incl. License, Renewal, Services, and Education Sales). We collaborate and align closely with related lines of business (incl. IT, Data Management, Enterprise Analytics and Finance).

**The function**:IES _Sales Solution Support teams_ focus on delivering tactical execution services end-to-end. Delivery should occur in standard, scalable, and automated ways with the ambition to raise sales productivity.

The support teams consist of two core functions: Level 1 (Frontline) as core entry point for basic inquiries, troubleshooting and triage. And Level 2 (Expert) for complex technical and business queries that require hands-on support or regional specifications. 90% of inquiries handled by our teams related to deal-critical support and are both transactional and business-oriented in nature.

**The role**:As an L1 Sales Solution Support Associate, you execute transactional activities related to field inquiries around our SAP-internal sales technology. The end-users you support belong to our sales organization (GCO) and require therefore reliable, qualitative, accurate, and professional help on both transactional and business-related questions.

You are a part of a team and expected to work efficiently within and across the organization - this means collaborating with direct and extended peers, but also understanding the network to build relevant relationships and knowhow. Furthermore, you will develop your process, technology and business knowledge not only resolve but also proactively position the topics you support. As L1 Sales Solution Support Specialist, you will work out of an automated ticketing system but will also provide multichannel support via chat.

Note: as your experience and knowhow evolve, we may offer you the possibility to grow into a champion role for a specific audience, topic or sector. Today’s champion roles perform as part of the overall team, but also zoom in on specific topics such as insights/reporting, post-sales provisioning, or other selected audiences with dedicated process steps.

General tasks include:

- ** Manage end-user inquiries**: Engage with end-users/requestors in a professional, friendly, and helpful manner to help resolve their inquiry using the following steps:

- _ Detect the problem:_ ask smart questions to efficiently qualify the urgency and nature/root cause of the error. Identify the appropriate action you can take in terms of troubleshooting, positioning alternative routes, or passing the issue to the next qualified expert.
- _ Troubleshoot & resolve the issue:_ build your knowledge and/or research relevant documentation to resolve level 1 inquiries which are defined as authorization requests, security issues, app installation or configuration challenges, system pre-requisite checks, general navigation queries, information access, basic system administration, general process and tool logic, basic deal support, etc.
- _ Proactively position expanded solutions_: aim to understand the business context in order to proactively promote the next step in the process, the best technology, or the right action to proceed with - therefore driving adoption of technology while providing support, creating additional benefit to the business.
- _ Qualify & dispatch the ticket_: understand internal and automated workflows to correctly assign or triage tickets that need immediate or next step expert involvement. Clearly formulate and summarize any steps taken or input collected to accelerate Expert Support engagement and facilitate the end-user engagement
- _ Follow-up on any dispatched tickets_ that are remain sitting in the queue for too long. Maintain back-end entries, reopen and/or close the ticket in the system for accurate reporting.
- ** Supporting/ad hoc tasks**: In the quest to drive continuous simplification and end-user satisfaction, you may be asked to contribute to team projects that enable the overall efficiency and effectiveness of our L1 support team. Projects and tasks may include but are not limited to:

- Preparing and enhancing support
- or end-user documentation/recordings
- Testing, researching or detecting process or automation enhancements
- Onboarding new team members
- Sharing knowledge to enable peers
- ** Ensure data stewardship** including data creation, data enhancements, or maintenance. Maintain tools or systems for tracking, processing, or reporting. Stay compliant.
- ** Be available for back-up & business support** - Frontline team members may be required to work shift times during weekend on quarter ends. They can also be asked to step into Expert positions upon long-term illness o