SAP iXp Intern Customer Interaction & Support Escalation

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

What Youll Build

The SAP Internship Experience Program is SAPs global strategic paid internship program that provides university students with opportunities to find purpose in their careers. This is more than an internship its the foundation for a career built on connection creativity and impact.

Position title: SAP iXp Intern - Customer Interaction & Support Escalation

Location: São Leopoldo Brazil hybrid position 3 days per week working from the office

The job responsibilities are categorized into case-related and non-case-related activities to provide clarity on the scope of the role:

Case-Related Activities

• Coordinate and prioritize the process of critical customer cases ensuring swift and effective responses.
• Identify critical escalation scenarios and engage relevant MCC teams and internal stakeholders to support the customers.
• Analyze and monitor critical customer situations mitigating the risk of serious business-impacting situations.
• Evaluate technical issues from a business perspective to assess their impact on customers daily operations.
• Use a standardized escalation-handling model to ensure clarity and transparency when guiding customers through critical situations.

Non-Case-Related Activities
Customer Interaction & Support

• Address non-technical customer queries such as assistance with software downloads user ID management and license key requests.
• Guide customers through the SAP Support Portal offering tailored advice to help them maximize available support resources.
• Maintain consistent professional and proactive communication with SAP customers and internal colleagues at all times.

Enablement & Knowledge Management

• Deliver enablement sessions info-sessions and workshops to educate customers SAP partners and internal teams.
  
• Create high-quality content for MCCs knowledge base aimed at improving knowledge-sharing and user support.
  
• Facilitate knowledge transfer and training to support the onboarding of internal staff and colleagues.
  
• Continuously develop personal expertise by attending e-learning modules remote training coaching activities and classroom lessons.

What Youll bring:

A curious and agile mindset with a passion for learning and the resilience to adapt in a fast-paced evolving environment. Strong problem-solving and creative thinking skills with the ability to collaborate across teams and communicate ideas clearly and effectively. Emotional intelligence and cultural awareness that support inclusive teamwork and thoughtful stakeholder engagement. A growing foundation in business acumen and emerging technologiesespecially artificial intelligencepaired with a results-oriented approach and the courage to take initiative.

• Bachelors degree in Business Administration Information systems IT Management etc.
• Knowledge and/or experience with SAP products is highly desirable.
• Knowledge of business processes is a strong advantage.

• Please submit your resume in English

Where You Belong:

Be part of SAP Next Gen a global community for students universities schools and educational partners who are passionate about innovation and technology.

1. Culture of Collaboration: Partner with experienced SAP colleagues and expert mentors who will support your growth. Grow professionally through personalized mentoring coaching and career development support.

2. Project-driven Experience: Kickstart your career with hands-on learning experience making an impact from day one by contributing to meaningful projects that help the world run better. Youll have endless learning resources at your fingertips and gain future-ready skills from a variety of virtual in-person and hybrid learning sessions cultivated just for you and aligned with our learning approach.

3. Gain Visibility: Build relationships with leaders and peers across teams and functions. Showcase your ideas skills and creativity in a global fast-paced environment. Open doors for future career opportunities within SAP and beyond.

This is an exceptional opportunity to join the SAP Mission Control Center (MCC) a global organization delivering 24/7 support for over 400000 SAP customers worldwide. MCC focuses on protecting preventing and accelerating to maximize customer success safeguarding implementation and upgrade projects mitigating risks and ensuring efficient SAP software adoption.

As a CISE (Customer Interaction & Support Escalation) Specialist you will act as a central point of contact for customers experiencing both critical escalations and non-technical support needs. You will serve as the interface between customers and SAPs global technical support organization delivering expertise for escalated situations and empowering customers with proactive guidance on SAP support resources.

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Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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 you can bring out your best.

We win with inclusion
SAPs 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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 458586 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Student Employment Type: Limited Full Time Additional Locations: #LI-Hybrid