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Thứ Hai, 23 tháng 9, 2013

SAP IT Enduser Support Senior Specialist - SAP AG - United States

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The Support Advisory Center Advisor performs the following mission critical support tasks:

  • Remote support for Top-Issues acting as an additional escalation level, enabling 24X7 root

cause analysis for problem identification and action plan definition together with the different

SAP support backbone teams part of Active Global Support

  • Provide initial assessment or setup service including Enterprise Support readiness check,

Continuous Quality Check service delivery planning in collaboration with Enterprise Support

customers, including scheduling and delivery coordination

  • Provide SAP Enterprise Support Report or Service and Support Report

  • Perform remote primary certification of the SAP Customer Center of Expertise

  • Assist customer in enabling the End-to-End Solution Operations standards

  • Provide assistance to customers during critical project and operational milestones in the

application lifecycle

  • Actively drive the communication and follow up with the customer on the functional and

technical level.

This role could be suitable for either a recent IT and Business Graduate or someone with 1-5

years of experience.

  • Substantial IT Knowledge and good grasp of SAP solutions

  • Knowledge of SAP Products and Technology preferred

  • Ability to quickly gain insight into the customers' solution landscape and business processes

with excellent business process knowledge

  • Team worker to collaborate with senior customer IT Managers, Account Executives, as well

as with SAP Global Service and Support lines of services

  • Excellent customer management skills with strong Customer facing experience

  • Ability to judge customer situations and projects regarding implementation success with

reference to strategic support planning

  • Create commitment to and enthusiasm for the accomplishment of challenging objectives

across diverse topics and teams

  • Presentation, communication, and conflict management skills

  • Strong interpersonal skills and assertiveness

  • Systematic, communicative, and creative focus

  • Ability to be motivated by daily customer contact and to remain calm under pressure

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SAP AG together with its subsidiaries (SAP) is engaged in developing and licensing business software solutions. SAP also sells support,...

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