End User Support Associate

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

What you'll do

The End User Support Associate help our customers maximize the benefits of our procurement solutions to facilitate a global exchange of goods and services in the world's largest business to business trading community. They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.

• Provide inbound application and functional support for all relevant procurement applications, both internally and externally, by way of chat, webform and phone.
• Resolve 80% of issues without escalation.
• Respond to customer inquiries in a timely manner and within service level objectives.
• Successfully document all requests through the CRM system while adhering to all documented procedures.
• Provide general assistance to other teams within Global Customer Support and SAP Ariba.
• Conduct all customer interactions in a manner that presents SAP in a positive light.
• Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by SAP.
• Ensure that individual performance meets or exceeds the department standards.
• Other duties as assigned.

What you bring

• Associate's or Bachelor's level degree is strongly preferred.
• Technical aptitude: Knowledge in computer hardware and software applications along with experience using the Internet.
• Minimum of 1 year work experience preferred.
• Customer focus and stress tolerance.
• Superior communication and telephone skills.
• Strong interpersonal skills and ability to work well with others.
• Strong troubleshooting and problem-solving skills.
• Ability to adapt support style to align with the technical capabilities of the customer.
• Previous customer service experience strongly desired. - Fluency in at least one foreign language is highly desirable.
• Experience or education in working with individuals from diverse cultures preferred.
• Candidates must be local to Pittsburgh, PA and must be willing to work a hybrid schedule with at least 2-3 in-office days per week.
• SAP is not offering domestic or international relocation benefits for this role
• SAP is not currently offering visa sponsorship for this role

Meet your team

The Product Support Team is the face and voice of SAP to our customers, building relationships in each interaction.

We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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: [email protected].

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 36,300 - 61,700 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 373240 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 373240

Posted Date: May 19, 2023

Work Area: Customer Service and Support

Career Status: Graduate

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location: