**We help the world run better**At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.We are looking for a person who is driven by a desire to provide our customers with outstanding customer service in Monterrey, Mexico. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.**What you'll do**- Enable customers to implement and operate their SAP solutions efficiently- Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service- Perform the root cause analysis of reported incidents- Participate in global projects around support processes, infrastructure requirements and quality assurance- Provide consulting for customers on procedural issues and queries- Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions- Maintain personal broad knowledge of product area and deep component expertise- Provide weekend and evening shifts as scheduled when necessary- Maintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs)- Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge- Familiarize yourself and act in accordance with SAP Support Strategy and Culture- Handle escalated customer issues- Proactive Support and Innovation Activities_- Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).- Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)- Test internal systems to prevent future issues on customers' systems- Support and participate in innovation projects aimed at achieving our Vision and Goals- Show an ability to adapt to changes and a flexible approach to working with different teams- Demonstrate excellent customer focus and communication skills internally and externally- Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).- Develop product specialization in at least one product area- Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)**What you bring**- Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.- Experience in Support, Consulting, Software Development, IT, or Quality Assurance.- Experience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes.- Solid experience in a previous customer service role providing technical support- Degree in Information Technology/Computer Science or similar areas- Ability to effectively handle difficult and challenging customer interactions- Ability to manage multiple tasks and projects with changing priorities- Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus- Programming knowledge (Java, C++, ABAP/4, etc.)- Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds- Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction- Proven ability to manage multiple tasks or projects with changing priorities- Ability to thrive in a fast-paced environment and to work cross-culturally- Experience with one or more of the following:_- Analyzing logs based on error codes- Reading Java and object-oriented programming- Reading JSON (JavaScript Object Notation)- XML, including SOAP and HTML- Troubleshooting and debugging common web-browsers- HTTP and securityThe Technical Support (TS) - Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) product areas of SAP Business Network, SAP Ariba, and SAP Fieldglass within the Customer Support organization.The SAP Fieldglass team provides global support services to customers usi
