SAP Consumption Support Specialist CoE 

Philippines, Maypajo 

38524205

YOUR FUTURE ROLE:

The role of the
Consumption Support Specialistincludes 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 systems
• Align 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)
• Actively cooperate with consumption billing team contributing to complex cases resolution
• Drive root cause analysis to further enhance and stabilize billing system
• Actively drive ticketing process optimization to enhance support service
• Update customer data in relevant applications / systems
• Pro-actively support escalation manager in case of incident escalation
• Support maintenance of support knowledgebase

YOUR PROFILE:

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

• : Bachelor’s degree in Business, Computer Science, Information Technology, or a related field.
• Experience: min 2 years of experience in support position (preferable) or equivalent work experience.Good level of Support and Finance knowledge
• Technical Skills:Good 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

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