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SAP Consumption Support Associate CoE 
Philippines, Maypajo 
945675377

12.09.2024

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 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)
  • 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

  • : 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