Job Description

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!

This position will be hired in to SAP Litmos, which will become an independent company under Fransisco Partners in December 2022. SAP Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, SAP Litmos offers the world's easiest-to-use LMS (Learning Management System) - SAP Litmos Training-and a comprehensive course library-SAP Litmos Training Content. Thousands of companies trust the solutions to centralize and deliver transformative training to employees, customers, and partners. The solutions are used by more than 24 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.

EXPECTATIONS, AND TASKS

• The Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers.

Detailed Roles & Responsibilities:

• Provide phone, email and chat assistance to customers, consultants and partners on the usage of Litmos products
• Analyze configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs.
• Maintain accountability for an issue until the same is resolved.
• Provide a quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide consulting for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Product Support Knowledge Base.
• Contribute to Technical Knowledge Database.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Proactively communicate client status, concerns and issues to appropriate management team
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.
• Able to work shifts - Morning, Afternoon or Night in a 24/7 Support system

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Required skills:

- Engineering Bachelor's degree or Masters in Science (Physics & Mathematics) or Bachelor's degree in any discipline complemented by equivalent work experience.
- At least 1 year of experience in a customer support environment, SaaS experience a plus

• Excellent English communication - writing and speaking skills.
• Preferred skills
• Working knowledge of of HTML, CSS, JS (Vanilla or jQuery) and REST-based API.
• Working knowledge/hands-on experience on SSO and SAML concepts.
• Awareness about cloud system architecture and SaaS environment
• A good understanding of SQL.
• Experience with any of our Connected Apps is a plus;

. * High attention to detail in identifying root-cause.

• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Working knowledge of Service Management ticketing systems

WORK EXPERIENCE: 1+ years of experience in customer facing engagements

LOCATION: Hyderabad, India

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 355684 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Requisition ID: 355684

Posted Date: Oct 19, 2022

Work Area: Customer Service and Support

Career Status: Graduate

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location:

Hyderabad, IN, 500081

Job alert

The key to SAP's success? Our people.

We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We're results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.

Driven by innovation? It's in our DNA.

At SAP, innovation is more than just developing top-notch software - it's creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers' business and building systems that provide a foundation for growth and innovation. We know this doesn't happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.

Got ambitious goals? Achieve them - at SAP.

Stay relevant, agile, successful. SAP's robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.