SAP Business Support Senior Advisor 

Czechia, Prague, Prague 

881426314

The role:

General tasks include:

• Manage end-user inquiries:Engage with end-users/requestors in a professional, friendly, and helpful manner to assess their obstacle to move forward. Qualify the urgency and nature/root cause of their error to take one of the following actions.
  • Promote and understand the business context to proactively promote the next step in the process, the best technical system advice, or the right action to proceed and help the end-user accomplish their goals and sign the deal.
  • Resolve pressing user inquiries, complex scenarios, and escalations with advanced knowhow and collaboration.
  • Align with key regional stakeholders to understand upcoming business expectations, core deals, new deal motions and technical complications.

• • Coordinate and collaborate between internal support teams ( IT, GCF, Operations) to better support the field and drive standardized global support across SAP in challenging deals and scenarios.
  • Multitasking and prioritize issues.
  • Can-do attitude to get things done and situated.
  • Confidence in navigating challenging situations with high level executives.
• Supporting/ad hoc tasks:Contribute to team projects that enable the overall efficiency and effectiveness of the to our support organization. Projects and tasks may include but are not limited to:
  • Onboarding new team members
  • Acting as point of contact during escalations and calls with the stakeholders.
  • Preparing or delivering virtual (end-user or support internal) enablement and support.
• System Complications: Be self-efficient and access the right support channels. Execute on the end-user’s behalf where relevant, support migrations, and anticipate escalations, by informing management. Collect reoccurring issues, report on frequent errors, and recommend solutions as needed.

Beneficial competencies & skills:

• Customer-service attitude: polite, helpful, quality-oriented, and inquisitive
• Comfortable working in fast paced, high volume environment.
• Analytical skills: asks the right questions to identify the best solution path.
• Effective communication skills – Verbal & Written
• Virtual workspace experience
• Microsoft Office proficiency in MS Excel, PowerPoint, Word

Language requirements:

• fluent in written + spoken English.

Education & Job Experience:

• Education: Bachelor’s degree or equivalent working experience
• Career: 5-7 years’ experience in Customer support, Operations and/or technical support role
• Experiences with Harmony or other sales technology can be a benefit.