Customer Support Desk Digital Customer Engagement

hace 6 días


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 self-service 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** 3-5 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
- People-orchestration and coordination skills (pulling in the right experts at the right time, navigating the back-end 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: 353626 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid



  • Ciudad de México SAP A tiempo completo

    **We help the world run better** As 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...


  • 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 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 Nielsen A tiempo completo

    At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep...


  • Ciudad de México, CDMX GCG A tiempo completo

    Consultor en Dynamics 365 Customer Engagement **Ubicación**:Polanco, Esquema Hibrido. **Tipo de Contrato**:Tiempo completo **Descripción de la Empresa**:GCG, un reconocido partner de Microsoft en Ciudad de México, busca fortalecer su equipo con un profesional experto en Dynamics 365 Customer Engagement. Nuestra empresa se destaca por fomentar la...


  • Ciudad de México, Ciudad de México Avery Dennison A tiempo completo

    About the RoleAvery Dennison seeks a skilled Customer Service and Support Professional to join our RFID business team. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment.Key ResponsibilitiesProvide exceptional customer service and support to our global customer...


  • Ciudad de México, Ciudad de México Dfo Global Performance Commerce Limited A tiempo completo

    Exciting Opportunity at Dfo Global Performance Commerce LimitedWe are seeking a seasoned CUSTOMER SUPPORT DIRECTOR to lead our customer support team. The successful candidate will oversee and prioritize incoming support tickets, ensuring timely and effective resolution.Maintaining strong relationships with users is key. You will communicate ticket statuses...


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

    About the RoleAbb is seeking an experienced Customer Support Director to lead our customer support organization in San Luis Potosi, Mexico. As a key member of our leadership team, you will be responsible for driving strategic planning and operational excellence across our global customer support teams.Key ResponsibilitiesDevelop and implement initiatives to...


  • Ciudad de México Ingram Micro A tiempo completo

    **Description** **Job Title**:Customer Service Analyst **Objective** - Give customer support about web processes. - Be the first filter is customer request for API integration - To identify technical errors so the rest of the team can solve them **Business Impact**:HIGH because impacts directly on the customer experience **Key Accountabilities** -...

  • Customer Support Agent

    hace 4 días


    Ciudad de México Stingray A tiempo completo

    Department Customer Service Location Mexico City At Stingray, creativity, collaboration, and cutting-edge technology are the pillars of our DNA. Keen on joining a team of tech-savvy music lovers in a stimulating and fun work environment? Our Mexico team is currently looking for a Customer Support Agent to provide our clients world class support. If you...


  • Ciudad de México, CDMX GCG A tiempo completo

    **Administrador de Proyecto Customer Engagement** **Descripción del Puesto**: **Responsabilidades Principales**: - Gestionar y coordinar proyectos de Customer Engagement, asegurando que se cumplan los plazos y que los recursos se utilicen de manera efectiva. - Colaborar estrechamente con diferentes áreas de la empresa, incluyendo Ventas, Consultoria y...


  • Ciudad de México Tribal Credit A tiempo completo

    **Overview** Are you ready to join an agile, diverse, and global team of innovators in redefining the B2B payment space for startups and SMEs in emerging markets? Tribal Credit is built for companies looking for a better way to pay business expenses and optimize their financial management. We provide modern payment methods like multi-currency physical and...


  • Ciudad de México Nielsen A tiempo completo

    At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big,...


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

    Job OverviewWe are seeking a highly skilled Customer Support Engineer to join our team at Carrier. In this role, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.ResponsibilitiesAs a Customer Support Engineer, your key responsibilities will include:Assisting...


  • Ciudad de México, CDMX Hootsuite A tiempo completo

    We're looking for a Customer Support Advocate to help support our customers by providing a world class service within our SLAs, using a passionate and positive approach to the job, as well as in-depth process and product knowledge. You'll be working with our self serve customers to exemplify great customer satisfaction & quality assurance. While working in a...


  • Ciudad de México Wood Mackenzie A tiempo completo

    Company Description Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making. Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector...


  • Ciudad de México Rackspace A tiempo completo

    Job Profile Summary Key Responsibilities - Handles customer support requests primarily via phone, chat, and tickets. Escalates support requests, as necessary, to appropriate escalation path. Provides technical troubleshooting of product offerings and offers solutions that satisfy customer. Proactively seeks opportunities to educate and solve for future...


  • Ciudad de México Planhat A tiempo completo

    Mexico City, MX Join the Support team.- Planhat is a next-generation customer management system powering the new recurring revenue world. Used by tens of thousands of people every day, Planhat is fast becoming the tool of choice for the world’s most customer-centric businesses.Team - Our product support team is small, yet. We’re the first point of...


  • Ciudad de México, Ciudad de México Dana Incorporated A tiempo completo

    Job PurposeAs a key member of the Dana Incorporated team, you will play a critical role in providing exceptional customer service and support.Job Duties and Responsibilities1. Think and act strategically to resolve customer issues and concerns.2. Build and maintain a talented team of customer service representatives.3. Demonstrate an effective approach to...


  • México KI Industries A tiempo completo

    **Customer Support Specialist at KI Industries Inc.** **About KI Industries Inc.** **About the Job** As a Customer Support Specialist at KI Industries Inc., you will play a crucial role in providing exceptional service to our existing customer base by working closely with various internal departments to process customer requests and resolve issues. You...