Customer Support Desk Digital Customer Engagement

**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: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid