SAP Customer Support Associate with French Job in Sofia, Bulgaria

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

What We Do:

SAP Fieldglass provides a cloud-based Vendor Management System (VMS) to manage contingent workforce and services procurement programs. More than 300 customers leverage SAP Fieldglass to gain visibility into their external workforces, including contingent labor, services managed through Statements of Work and independent contractors while optimizing spend, quality, compliance and efficiency.

What Sets Us Apart:

SAP Fieldglass was “born cloud”. As one of the forerunners of today’s highly successful cloud delivery model, SAP Fieldglass has been a Software-as-a-Service application since its start. At a time when many buyers were using behind-the-firewall ERP applications to manage their non-employee workforce, this VMS industry first is now the industry standard.

Some of our attributes include:

  • We are the VMS market leader in global spend and in March 2014 were named the top company in our industry by Forrester Research.

  • Multilingual help desk support is available around the clock 365 days a year – in addition to a dedicated Account Services team.

  • Not only an industry leader but a thought leader – SAP Fieldglass keeps customers up to date with VMS industry knowledge on our ‘From the Field’ blog and social media accounts.

  • We work with the world’s leading companies, including AIG, Verizon, GlaxoSmithKline, Johnson & Johnson, CVS/Caremark, United Airlines, Panasonic, Rio Tinto, Monsanto, and many, many more.

  • We are now part of SAP, a market leading enterprise application software company, helping companies of all sizes and industries run simple.

Company Culture:

SAP Fieldglass encourages an open door policy and a collaborative office environment. Those with an entrepreneurial and can-do attitude keep SAP Fieldglass at the top of its industry.

Application Support, Application Specialist:

We are seeking candidates who are passionate about service. Our team provides front-line support for all users of the SAP Fieldglass application globally. Being successful requires a candidate to:

  • Balance inbound support channels with one’s pending caseload, in accordance with customer agreements

  • Properly prioritize work based on impact to business

  • Gather data, troubleshoot, and work to provide resolutions to end users and SAP Fieldglass’ partners

  • Actively contribute to product knowledge through self-study, and strive to become an expert in the SAP Fieldglass application

  • Frequently own tasks and projects that are outside the normal scope of the role

We’re Looking For:

  • Candidates who will draw from their past experience in service environments, be they hospitality, retail, technical, or otherwise

  • Candidates who will be our customers’ advocate, and who consistently add value in the service they provide

  • Candidates who focus on the people they are supporting, and who are empathetic and patient

  • Candidates who act with discretion and make decisions thoughtfully, often with limited information

  • Candidates with strong troubleshooting and analytical skills, who will continually improve process in order to maximize customer satisfaction

  • Candidates with excellent communication skills: ability to support technical inquiries professionally via both verbal and written support channels for varying audiences

  • Strong knowledge of Microsoft Office suite, with a focus on Excel

  • Beyond English , we often receive support cases in French . Professional-level knowledge of this language is a must.

Qualifications:

  • Bachelor’s degree in Business Administration, Information Sciences, or related course of study preferred

  • Two years of previous service experience

  • Experience working with call management and ticketing systems

  • Ability to work with minimal supervision

  • Fluency in English and French .

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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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