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Job Description
Job Summary
- Solve technical issues for customers on SAP Learning, the Training Shop and the CertificationHub
- Communicate clearly, professionally and proactively with customers via ticketing channel
- Manage customer escalations
- Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service
- Take ownership of technical issues and drive to resolution
- Continuously improve service and support processes to increase efficiency
- Drive and manage projects with other support colleagues
- Create root cause analysis of reported incidents for our stakeholders
- Run reports on learning usage triggered through customer service requests
- Deliver on-demand reports to our customers based on their individual needs
- Provide qualitative feedback to (technical) product management for improvements of platforms, tools & processes
- Ensure GDPR compliance for global operations processes