Customer Support Desk Digital Customer Engagement

hace 7 días


Ciudad de México, Ciudad de México SAP A tiempo completo

We help the world run better
Customer Support Desk Digital Customer Engagement associate

  • SAP Enterprise Cloud Services Private Cloud Customer Center (PC3)

ABOUT SAP
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

PURPOSE AND OBJECTIVES


As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is a shared services organization dedicated to managing service delivery at scale for Private Cloud Edition customers.

Because we are at the heart of the SAP strategy, our business unit is growing rapidly.

In order to facilitate that growth, we are looking for a Digital Customer Engagement associate with strong communication skills and a passion for providing delightful customer experiences via our inbound phone and mail channels, to join our Customer Support Desk.


You will join a great dynamic team, with great opportunities for growth and a tremendous potential for specialized development of your skills.


Your Future Role:

We ́re looking for a Digital Customer Engagement associate to extend our global ECS PC3 Customer Support Desk team.

You will provide guidance and support to our customers via inbound phone with questions around their engagement and technical managed services, and associated tickets in the Service Provider Cockpit, Casey and ServiceNOW.


Your responsibilities will be to:

  • Inbound Phone Handling
  • Answer inbound phone calls
  • Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer's request
  • Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
  • Guide customers on selfservice enablement
  • Advise customers on SR/ASR/Incident priority validating business justification
  • Upgrade/downgrade ticket priority for incidents aligned with business justification
  • Support customer queries on lead time.
  • Support customers in finding the right stakeholders to connect with
  • Guide customers how to schedule an expert consultation
  • Dispatching
  • Answer customer queries on the Roles and Responsibilities Excel
  • Monitor unassigned cases and service request tickets
  • Dispatch cases to regional CoEs and assign cases and service request tickets to processors
  • Support the shift coordinators and global head with operational activities
  • No functional/technical consulting

YOUR PROFILE


We are looking for a result-oriented multi-tasker with a passion for creating delightful customer experiences, with strong communication skills and problem solving abilities.


You have:

  • A bachelor's degree in IT, Communications or other relevant field
    and/ or 35 years (IT) customer support experience
  • SAP Basis / SAP S/4HANA training and/or experience
  • Ability and willingness to learn fast and adopt to change quickly
  • Ability to consume and digest and analysis from multiple systems of record
  • Ability to quick analyze complex situations and find potential solutions/ next steps
  • Foundational knowledge of and an interest in cloud technologies (e.g. hyperscalers, BTP/SCP, Ariba)
  • Experience with guided troubleshooting
  • Peopleorchestration and coordination skills (pulling in the right experts at the right time, navigating the backend support org)

LOCATION
Mexico

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

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.

Requisition ID:
|

Work Area:
Information Technology |
Expected Travel: 0 - 10% |

Career Status:
Professional |

Employment Type:
Regular Full Time |

Additional Locations:
#LI-Hybrid

  • Ciudad de México, Ciudad de México SAP A tiempo completo

    We help the world run betterAs part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers.Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to facilitate that growth, we are...


  • Ciudad de México, Ciudad de México Abbott A tiempo completo

    The Opportunity We are committed to bringing the benefits of our trusted medicines to more people in the world's fastest-growing countries. Our broad portfolio of high-quality and differentiated branded generic medicines reaches across multiple therapeutic areas including gastroenterology, women's health, cardiometabolic, pain management/central nervous...

  • Customer Engagement

    hace 7 días


    Ciudad de México, Ciudad de México Enapsys Busines Services S de R.L A tiempo completo

    Enapsys es la Empresa líder en transformación digital en México, Estados Unidos y Centro América, especializada en el diseño e implementación de soluciones tecnológicas.Somos un equipo humano integrado por los mejores talentos de la industria, conformados por arquitectos, consultores y desarrolladores expertos en procesos de negocio para diversas...


  • Ciudad de México, Ciudad de México SAP SE A tiempo completo

    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...


  • Ciudad de México, Ciudad de México Sur A tiempo completo

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...


  • Ciudad de México, Ciudad de México Abbott Laboratories A tiempo completo

    Customer Engagement Manager page is loaded Customer Engagement Manager Apply locations Mexico - Cuidad de Mexico - Cuidad de Mexico time type Full time posted on Posted 2 Days Ago job requisition id JOB DESCRIPTION: Customer Engagement Manager / Pharmaceutical Division Mexico City About Abbott Abbott is a global healthcare leader, creating...


  • Ciudad de México, Ciudad de México Enapsys Busines Services S de R.L A tiempo completo

    Enapsys es la Empresa líder en transformación digital en México, Estados Unidos y Centro América, especializada en el diseño e implementación de soluciones tecnológicas.Somos un equipo humano integrado por los mejores talentos de la industria, conformados por arquitectos, consultores y desarrolladores expertos en procesos de negocio para diversas...


  • Ciudad de México, Ciudad de México Enapsys Busines Services S de R.L A tiempo completo

    Enapsys es la Empresa líder en transformación digital en México, Estados Unidos y Centro América, especializada en el diseño e implementación de soluciones tecnológicas.Somos un equipo humano integrado por los mejores talentos de la industria, conformados por arquitectos, consultores y desarrolladores expertos en procesos de negocio para diversas...


  • Ciudad de México, Ciudad de México GE Digital A tiempo completo

    Job Description Summary: Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Accountable for the quality of own work. Subject to direct operations...


  • Ciudad de México, Ciudad de México Amgen A tiempo completo

    HOW MIGHT YOU DEFY IMAGINATION?:If you feel like you're part of something bigger, it's because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world's leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering...


  • Ciudad de México, Ciudad de México GE Digital A tiempo completo

    Roles and Responsibilities Research and troubleshoot issues involving all aspects of the GE Digital solutions, including but not limited to configuration, user interface, network and communication connectivity and performance, Cloud and on- premises component interoperability, data collection/storage, visualization, analytics, machine monitoring software and...


  • Ciudad de México, Ciudad de México Hewlett Packard Enterprise A tiempo completo

    Job Summary• This role is responsible for improving the customer experience and handling a variety of issues and concerns while working closely with cross-functional teams. The role maintains positive customer relationships, gathers and analyzes feedback, and tracks key performance metrics to share insights with the management. The role participates in...


  • Ciudad de México, Ciudad de México Apple Leisure Group A tiempo completo

    At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.Grow your career as a Customer Support Analyst within Trisept Solutions, one of our 14...


  • Ciudad de México, Ciudad de México Bright A tiempo completo

    About Bright:Hey there We're Bright, a fintech solar energy startup on a mission to reverse climate change, starting in Mexico. We do so as a finance and technology layer powering the solar installer and entrepreneurial ecosystem - working hard to simplify the process through automation. In just a few years, we've become Mexico's #1 residential solar...


  • Ciudad de México, Ciudad de México Emplifi A tiempo completo

    Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digitalAbout the Customer Success TeamThe Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver...


  • Ciudad de México, Ciudad de México Trisept Solutions A tiempo completo

    At Apple Leisure Group we care for people so they can be their best. We deliver distinctive experiences for our guests, while providing a world of understanding and care. We strive to be the first choice in vacation travel, enriching lives and uniting the world.A successful Customer Support Analyst will:Provide first level contact and solutions to customer...


  • Ciudad de México, Ciudad de México Solera A tiempo completo

    Customer support internWho We AreThe RoleWhat You'll Do Meet call volume standards along with other key performance indicators Demonstrate a comprehensive understanding of multiple userfriendly Software Platforms Build customer rapport by probing, listening, and offering solutions that resolve customer issues Provide prompt, accurate, and friendly customer...


  • Ciudad de México, Ciudad de México Keep A tiempo completo

    Upload your resume: Share your resume to automatically fill in key details.Full NameEmailDrag and drop your resume files hereLinkedIn ProfileMobile Number: Include country codeLocation: CityGender Pronouns: (She/Her/Hers, He/Him/His, They/Them/Theirs, etc.)Communication Skills: Rate your written and verbal English communication skills as Native,...


  • Ciudad de México, Ciudad de México DE-CIX A tiempo completo

    For our Southern-American locations, we are looking for a highly motivated,Customer Support Engineer (Network) (m/w/d)Our Offer:Technically advanced customer support, responding to customer enquiries from national and international participants via email and telephone in the Customer Service TeamProcessing of new customer connections and upgrades with a...


  • Ciudad de México, Ciudad de México WM de Mexico, S. de R.L. de C.V. A tiempo completo

    Customer Support Specialist page is loaded Customer Support Specialist Apply locations MX-Mexico City-Office time type Full time posted on Posted 9 Days Ago job requisition id JR445 In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under...