Senior Customer Support Specialist

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 Do: Your Impact at SAP LeanIX

As a Customer Support Specialist youll be at the core of our customer experience ensuring every interaction is seamless insightful and effective.

• Become a Product Champion:Dive deep into complex customer support requests across multiple channels (ServiceNow Slack MS Teams) becoming the go-to expert for solutions. Youll own cases from start to finish using your analytical skills to diagnose troubleshoot and resolve issues.
• Collaborate to Innovate:Act as the central hub for customer issues working seamlessly with Customer Success Managers Engineers and Developers. Youll know exactly who to involve and when ensuring a rapid and effective resolution for even the most critical requests.
• Leverage Your Technical Toolkit:Go beyond the surface to understand the why behind an issue. Youll use technical resources like log entries run and adapt scripts and utilize your knowledge of JSON and basic coding to get to the root cause.
• Drive Process Excellence & Scale Our Success:Champion knowledge sharing by creating stellar internal and external documentation. You wont just follow our support processyoull actively contribute to improving it helping us scale our world-class support.
• Grow into an Expert:Continuously expand your expertise in deep-dive topics like Enterprise Architecture advanced reporting and the intricate relationships between applications and IT components. Your career path is focused on tackling challenges of increasing complexity and scope with a clear runway for growth.
• Shape Our Team Culture: Foster a positive high-spirited team environment. As a key team member youll help onboard new joiners as a Team Buddy sharing your knowledge and enthusiasm.

What Youll Bring: The Skills for Success

Were looking for a proactive and curious individual who is driven by the motivation to minimize customer effort and maximize their success.

• Experience:A minimum of 3 - 5 years of experience in a technical support application support or a similar customer-facing technical role (SaaS experience is a huge plus!).
• Education:A degree in Computer Science Mathematics Data Analytics or a closely related discipline.
• Technical Foundation:A solid technical aptitude with basic programming/scripting skills (e.g. Python) and familiarity with JSON configuration. Youre comfortable navigating new software and have a foundational understanding of the SAP LeanIX platform (or youre a very fast learner!).
• Problem-Solving Prowess:Excellent problem-solving skills are a must. You are comfortable using structured methodologies (like DBEIMA or the 5Ps) to systematically break down and solve complex problems.
• Self-Starter: Set the example by taking your duties to the next level taking on other projects joining regional summit expos continuous learning on the job and lookingto grow not just for yourself but for growth in the region with future new joiners to the team.
• Exceptional Communicator: You possess outstanding verbal and written communication skills with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences in English Portuguese and Spanish.
• Customer-Centric Mindset: You have a genuine desire to help others and an understanding of key customer support KPIs and how to positively influence them

Why Youll Love Working at SAP LeanIX

• Make a Real Impact:Your work directly contributes to customer satisfaction and the success of some of the worlds leading companies.
• Unmatched Growth Opportunities:We are committed to your professional development. Youll be challenged mentored and given the autonomy to grow into a subject matter expert.
• A Culture of Collaboration:Join a supportive intelligent and driven team where your contributions are valued and you have the opportunity to mentor others.
• Work with a Market Leader: Youll be supporting a best-in-class SaaS product that combines the innovation of a category-defining startup with the global reach and stability of SAP.

Where you belong

Your team comprises multinational members across the globe. You will be based in our SAP office in Sao Leopoldo region. However you will be in regular communication with those members located in the US Spain Netherlands Australia Germany and Japan. Communication and collaboration are key in order to achievea common goal to support better our customers not only as a world-class support organization but a leading SAP product in the Cloud-Based Enterprise Architecture environment.

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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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: 436499 Work Area: Customer Service and Support Expected Travel: 0 - 20% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid