SAP iXp Intern - Sales Support Associate
SAP Service Cloud
Buenos Aires, AR, B1605DII
hace 6 días

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done.

Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

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.

About the SAP Internship Experience Program

The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers.

Three reasons to intern at SAP

1. Culture of collaboration : meet with mentors, make new friends across the globe and create a thriving personal network.

2. Project-driven experience : gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables.

3. Gain visibility : with SAP Internship Experience Program in your title, you’ll have a global network of SAP leaders, entrepreneurs and career development opportunities at your fingertips.

About the team

As a Sales Support Associate, you learn how to execute transactional activities related to field inquiries around our internal sales technology.

Furthermore, you will leverage and contribute to the maintenance of relevant documentation (end-user or support facing).

You will build your process, technology and business knowledge to embrace and promote the topics you support. You are expected to deliver with quality and respond professionally to all type of end-user requests, balancing the right amount of time to resolve their question in the best way.

In this supporting function, you work out of an automated ticketing system, but will be required to understand your network and build relevant relationships with team members and colleagues across supporting functions in SAP.

This role is ideal for candidates interested in exploring some technical skills while at the same time experiencing the business pressures of a fast-pace, high-demanding sales organization.

The combination of technical and business know-how can be a benefit in various different future career paths within or outside SAP.

Candidates will also grow their customer engagement, virtual team collaboration, and communication skills.

This role can also be a good fit for candidates who work well on transactional tasks, enjoy multi-tasking and customer / end-user engagement and feel comfortable in a supporting role and service.

What you’ll do :

Position title : SAP iXp Intern Sales Support Associate

Location : Buenos Aires, Argentina

In this role, you’ll :

  • Handle end-user inquiries : Engage with end-users / requestors in a professional, friendly, and helpful manner to assess their problem.
  • Qualify the urgency and nature / root cause of their error to take one of the following actions Troubleshoot the issue : build your knowledge and / or research relevant documentation to resolve frontline (level 1-type) 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 Learn how to promote new solutions : 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 to the business that can benefit all the way to our end-customer Quality & dispatch the ticket : understand internal and automated workflows to correctly assign or triage tickets that need further expert involvement.

    Clearly formulate and summarize any steps taken or input collected in order to accelerate Expert support engagement and facilitate the end-user engagement Follow-up on any dispatched tickets that remain sitting in the queue for too long.

    Maintain back-end entries, reopen and / or close the ticket in the system for accurate reporting.

  • Coordinate multi-channel support : Tickets / inquiries are generally submitted directly via the automated SSF ticketing system.
  • Leverage this system to prioritize, assess, submit, complete, dispatch, or close inquiries. Related end-user channels may also include chat or phone, in which case you need to create the ticket on behalf of the end-user.

    Generally, chat and phone support will be limited for associate / internship roles given required seniority to handle complex stakeholders

  • Stakeholder / End-user Communication : Respond to internal (or external) stakeholders and manage expectations in a professional and supportive manner.
  • Communicate efficiently in a virtual - often workflow or email-oriented - set-up towards joint success. Share positive experiences and build on learnings.

  • Supporting / ad hoc tasks : Contribute to team projects that enable the overall efficiency and effectiveness of the frontline support team.
  • Projects and tasks may include but are not limited to : Preparing and enhancing support- or end-user documentation Testing or detecting infrastructure and automation or team internal process enhancements

  • Engage in system use / automation : Enable end-users to leverage systems or applications, be self-efficient, and access the right support channels.
  • Execute on their behalf where relevant, support migrations, and anticipate escalations, by informing management. Collect reoccurring issues, report on frequent errors, and recommend solutions as needed

    Who you are :

    We’re looking for someone who takes initiative, perseveres, and stay curious. You like to work on meaningful innovative projects and are energized by lifelong learning.

  • Must be a University Student graduating end of 202 or 2023
  • Excellent (ideally native) English communication skills (written & spoken)
  • Customer-service attitude / empathy : polite, helpful, quality-oriented and inquisitive
  • Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems but flexible to understand the ever-changing dynamics of the type of inquiries received
  • Analytical skills : asks the right questions to identify the best solution path
  • Multi-tasking / prioritization skills
  • Works well in virtual environments; knows how to build their network
  • Quick learner who can adapt to fast-paced work environments
  • Team player who enjoys collaborating
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