SAP (L1) Technology Support Specialist & Team Lead Job in Prague, Czech Republic
Requisition ID: 181891
Work Area: Sales
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Key Areas of Responsibility and Tasks
The organization: GCO Operations focuses on the successful creation, deployment, and execution of sales supporting processes, tools, and services, across all Global Customer Organization (GCO) business areas (incl. License, Renewal, Services, and Education Sales) and in close alignment with related lines of business (incl. HR, Data Management, Enterprise Analytics and Finance).
The function: Operations Business Services teams focus on delivering tactical execution services. Delivery should occur in standard, scalable, and automated ways with the ambition to raise sales productivity.
The team: The focus for this dual-role relates directly to the mission of the Sales Technology & Support team, which develops high quality sales tools and applications to accelerate sales performance and increase transparency. Today, the team is harmonizing the 30 sales applications and dashboards, while driving adoption of standards. The Support pillar of this team is therefore a critical factor of success towards greater productivity and future technology simplification.
The support teams consist of two core functions: Level 1 as core entry point for basic inquiries and triage, and Level 2 for complex technical and business queries that require hands-on support.
The role: This role covers two core responsibilities – firstly in performing L1 technology support and secondly acting as operational team lead for the L1 team members in the region. The two roles should be equally covered – performing the support role will be an essential foundation to be successful as operational team lead:
As L1 Technology Support Specialists, you execute transactional activities related to field inquiries around our internal sales technology. You will build your process, technology and business knowledge to embrace and promote the topics you support. You are expected to deliver with quality and respond professionally to external and internal customer requests. In this supporting function, you work out of an automated ticketing system, but will be required to understand your network and build relevant relationships with team members and colleagues across supporting functions in SAP.
As Operational Team Lead, your will dedicate 50% of your time to raise efficiency across your respective regional team members. You will assess knowledge gaps and needs; analyze ticket handling processes and progress; and assess end-user satisfaction. You will identify and resolve minor issues directly with the team and foster collaboration towards higher efficiency and team spirit. Furthermore, you will align frequently with both L1 and regional L2 management to resolve reoccurring issues and/or identify opportunities to improve services.
General tasks include:
Operational leadership: coordinating team performance, addressing day-to-day operational questions, identifying effective ways to foster collaboration, knowledge sharing and transfer including onboarding, capacity planning, and escalation management with relevant stakeholders.
Manage end-user inquiries: Engage with end-users/requestors in a professional, friendly, and helpful manner to assess their problem. Qualify the urgency and nature/root cause of their error to take one of the following actions
o Resolve the issue: build your knowledge and/or research relevant documentation to resolve level 1 inquiries which are defined as: authorization requests, security issues, app installation or configuration challenges, system pre-requisite checks, general navigation queries, information access, basic system administration, general process and tool logic
o Promote: understand the business context to proactively promote the next step in the process, the best technology, or the right action to proceed with – therefore driving adoption of technology while providing support to the business that can benefit all the way to our end-customer
o Quality & dispatch the ticket: understand internal and automated workflows to correctly assign or triage tickets that need further expert involvement. Clearly formulate and summarize any steps taken or input collected to accelerate L2 Support engagement and facilitate the end-user engagement
o Follow-up on any dispatched tickets that are remain sitting in the queue for too long. Maintain back-end entries, reopen and/or close the ticket in the system for accurate reporting.
Coordinate multi-channel support: Tickets/inquiries are generally submitted directly via the automated SSF ticketing system. Leverage this system to prioritize, assess, submit, complete, dispatch, or close inquiries. Related end-user channels may also include chat or phone, which will require staffing through your team and respectively your understanding of respective processes and best practices.
Stakeholder/End-user Communication: Proactively engage to help your team members resolve escalations with to internal (or external) stakeholders. Manage expectations – for example in case of delays or capacity gaps - in a professional and supportive manner. Communicate efficiently in a virtual - often workflow or email-oriented - set-up towards joint success. Share positive experiences and build on learnings.
Supporting/ad hoc tasks: Help identify team projects that enable the overall efficiency and effectiveness of the L1 support team, considering best practices from your region, observations on risks, or innovative ideas.
Champion system use/automation: both within the team and with end-users, driving future simplification and driving better insights through our reports. Assess the system to perform team analysis or to identify issues as needed.
Ensure data stewardship including data creation, data enhancements, or maintenance. Maintain tools or systems for tracking, processing, or reporting. Stay compliant.
Facilitate staffing – Level 1 team members may be required to work shift times during weekend on quarter ends. They can also be asked to step into Level 2 positions upon long-term illness or shortfalls in specific regions if they have acquired the necessary skills. As a team lead, we count on you to identify the best working rhythm across the team, considering holidays, capacity, and other influencing factors to balance workload and ensure sufficient coverage across our support channels.
Success: for this role is defined by
The level of quality of service across the team – measured through end-user pulse check surveys in our support tool
Team Efficiency – volume of tickets resolved within our SLA
Leadership feedback, Team success & “one team” mentality
Competencies, Skills, and Requirements
Beneficial competencies & skills:
• Leadership qualities: team-spirited, collaborative, knows how to drive performance through others
• Customer-service attitude: polite, helpful, quality-oriented and inquisitive
• Analytical skills: identify issues and propose the best solution path
• Operational skills: assessing performance and identifying corrective actions
• Comfortable in working on repetitive (technical) tasks, with workflows or ticketing systems
• Multi-tasking/ prioritization skills
• Very good communication skills
• Works well in virtual environments; knows how to build their network
Language requirements :
• Fluent in written spoken English – must be comfortable in attending calls with international stakeholders and collaborate openly. Other languages may be an asset
Education & Job Experience:
• Education: Bachelor degree or equivalent working experience
• Career: 5 year experience in customer-/technical- support roles; 2 years of team leadership experience – ideally in an international environment
Why join be a Technology Support Specialist?
This role is ideal for candidates interested in exploring some technical skills while at the same time experiencing the business pressures of a fast-pace, high-demanding sales organization. The combination of technical and business know-how can be a benefit in various different future career paths – within or outside SAP. Candidates will also grow their customer engagement, virtual team collaboration, and communication skills.
In this dual-role, candidates will strengthen early leadership skills and coordinate employees in a virtual, performance-focused environment, benefiting from senior leadership guidance and coaching to grow as a leader.
This role will be a good fit for candidates in their early career who seek leadership challenges and want to learn how to inspire team members to perform, all while operationally staying active in the respective execution of the tasks.
What can you expect?
• Exciting career progression, a diverse work environment providing growth opportunities, learning & development possibilities, and an international business network for you to leverage.
• Various and interesting work in brand new fancy offices directly at metro Nove Butovice
• We believe every employee is a talent and we want to reach your full potential
• Interesting non-working activities (volunteering, charity, sport events...)
• Opportunities for professional growth in Sales field
Yearly bonuses, sick days paid and sick leaves fully refunded, flexible start/end of working hours, contributions to the pension/life insurance, meal tickets/ catering allowance, holidays 5 weeks, educational courses, training, cafeteria, contribution to sport/culture/ leisure, sick day, generous shares program, etc.
We are creating our future together by moving to the brand new and ultra-modern Metronom office building directly above the Nove Butovice metro station. The location encompasses SAP's vision for the perfect work-life balance by featuring a cinema, uniquely decorated relaxation rooms, free gym & fitness studio, parents' and kids' room, and many more exciting amenities.
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).
Successful candidates might be required to undergo a background verification with an external vendor.
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