Consumption Support Operations Associate

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.

YOUR FUTURE ROLE:

Consumption commercial models are gaining more and more relevance for SAP. This is why the GFS Consumption CoE is this position you will be responsible for providing post-sales support for billing and consumption related issues and inquiries and acting as dedicated point of support contact for customers partners and internal stakeholders. We are seeking for highly motivated Support Specialist with a passion for customer satisfaction and strong resolution capabilities for complex topics. The ideal candidate is willing to learn with strong collaboration and communication skills and enjoys working in an agile fast-paced environment and with globally distributed cross-functional teams.

The role of the Consumption Support Specialist includes 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)

Actively cooperate with consumption billing team contributing to complex cases resolution

Drive root cause analysis to further enhance and stabilize billing system

Actively drive ticketing process optimization to enhance support service

Update customer data in relevant applications / systems

Pro-actively support escalation manager in case of incident escalation

Support maintenance of support knowledgebase

Dispute case management

YOUR PROFILE:

To qualify for the job you should bring the following abilities

Education: Bachelors degree in business Computer Science Information Technology or a related field (preferred not mandatory)

Experience: min 2 years of experience in support position or equivalent work experience. Good level of Support and Finance knowledge (preferred not mandatory)

Technical Skills: Good 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: Enjoy working in an agile fast-changing environment and with globally distributed cross-functional teams. Team player with positive attitude and open to feedback and high level of stress resilience

ABOUT THE TEAM / BRAND / LINE OF BUSINESS

The Global Finance Success (GFS) Consumption CoE is responsible for all consumption commercial model aspiration of high automation billing requirements are defined for the internal systems involved and process and system improvements advanced. The Private and Public Cloud Consumption Billing teams prepares analyzes and process balance statements. The work results in monthly billing statements for the customer to understand their usage of SAP Software. The Consumption Support team supports customers partners and internal stakeholders in case of questions or problems related to balance statements and consumption and closely works with colleagues on process improvements and the onboarding of new models.

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.

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Requisition ID: 434863 Work Area: Finance Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid