Sap Ns2 Customer Support Specialist - Virtual

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!

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary of SAP. At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a U.S. Person; NS2 does not offer Visa sponsorships for this role.

All internals must have manager’s approval to transfer.

SUMMARY

The Customer Support Specialist's primary function is to effectively support applications for both internal and external customers. Support includes site navigation and system troubleshooting as well as interfacing with other SAP NS2 teams to ensure world-class service. The foundation of this role is built on customer satisfaction, service, and the delivery of consistent high-level support. Specialists will provide complete satisfaction for all customer interactions. This role is expected to be self-motivated, proactive, and demonstrate a passion for continuous learning.

Responsibilities and Tasks

• Create content for knowledge base systems
• Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal)
• Obtain detailed and accurate information relating to the business impact of customer's issues utilizing effective questioning/troubleshooting techniques
• Manage or participate in improvement or prevention projects to improve the quality of the customer support organization
• Diagnose and anticipate current and future customer learning needs and provide assistance with both
• Develop strong working relationships with cross-functional teams within SAP NS2 Responsible for follow-up activities with external customers regarding quality concerns
• Document transactions in CRM system
• Present the company in a positive and fair manner with timely updates and knowledgeable answers while acting as a customer advocate

Preferred Experience

• Experience providing customer support in a Help Desk or Call Center is preferred
• Superior customer service skills with experience in handling difficult customer situations
• Experience in successfully mentoring new hires and current employees
• Experience with creative problem solving for customers
• 2 years customer-facing work experience
• External and Internal client experience
• Ability to prepare complete and accurate process/knowledge documents
• Ability to work within structured time frames

Education

Associates or Bachelor's Degree Preferred

Mobility

0-10%

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: [email protected].

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.

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 43,700 - 96,700 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 373031 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Remote