SAP Consumption Support Associate CoE 

Argentina, Autonomous City of Buenos Aires, Buenos Aires 

319661785

YOUR FUTURE ROLE:

The role of the
Consumption Support Associateincludes the following activities:

• Provide post-sales support for billing and consumption related issues / inquiries and act as dedicated point of contact for customers, partners, and internal stakeholders (i. e. Account Executives)
• Actively manage ticket inbox, monitor incoming support requests, answer internal/external support queries within defined Service Level Agreements (SLAs) and drive ticket/problem resolution end-to-end
• Review incoming tickets / inquiries and check against contractual documents, correspondence, consumption records. Identify customer related information and verify consumption data in different systemsAlign on customer intention with customer and/or Account Executive and define appropriate problem resolution path
• Proactively interact with other SAP support functions and identify appropriate external support resources if L1 resolution is not possible.Assign tickets to appropriate external resources and process support requests across external L1, L2 and L3 support levels to final resolution (request data, active follow-up, and status tracking)
• Update customer data in relevant applications / systems
• Pro-actively support escalation manager in case of incident escalation
• Actively cooperate with consumption billing team contributing to complex cases resolution
• Support maintenance of support knowledgebase

YOUR PROFILE:

To qualify for the job, you should bring the following abilities

• Education : Bachelor’s degree in Business, Computer Science, Information Technology, or a related field
• Experience : entry level position, related work experience is an advantage.
• Technical Skills : basic level of understanding of SaaS software products and the ability to troubleshoot and resolve complex technical and/or financial issues efficiently
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a customer-centric mindset.
• Tools : Familiarity with support management tools and software, such as CRM, billing systems and ticketing tools (ideally SAP tools and applications)
• Communication Skills: Excellent and fluent English communication skills (verbal and written), with the ability to communicate complex technical and financial information clearly.
• Collaboration : Enjoy working in an agile, fast-changing environment and with globally distributed cross-functional teams. Team player with positive attitude and open to feedback and high level of stress resilience

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