Technical Knowledge Consultant

hace 2 semanas

Barcelona, España SAP A tiempo completo

**We help the world run better**

Are you a techie with a passion for delivering beautiful products that people love to use?

**What You’ll Do**

As a Technical Knowledge Consultant within SAP Learning Systems Operations & Support you will work with an amazing team of highly talented support consultants, engineers, and product managers to support the learning transformation and upskilling of the entire SAP ecosystem and the solution enablement of our customers and partners.

You will work Monday to Friday during the core business hours of 9am - 4pm and there will be no shift work required.

Responsibilities include:

- Manage customer escalations.
- Collaborate with fellow support colleagues and other internal organizations globally to provide superior customer service.
- Take ownership of technical issues and driving to resolution.
- Continuously improve 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 product management teams for improvements to platforms, tools & processes.
- Ensure GDPR compliance for global operations processes.

**What You’ll Bring**
- Excellent customer communication and experience in managing customers.
- Excellent communication skills and enthusiasm for working in a team, especially with virtual teams.
- Experience in managing escalations both with business stakeholders and customers, supporting cases in a timely fashion.
- Excellent problem-solving skills and a willingness to investigate issues and resolve customer cases within a specified time frame.
- Excellent written and comprehension skills in creating Knowledge Base Articles and root cause analysis reports for our internal teams.
- Very good communication and presentation skills to collaborate with executive business stakeholders.
- Fluent in English, both spoken and in writing.
- Professional user of MS Office (Power Point, Outlook, Excel, Skype / Zoom / MS Teams).

**About the Team**

SAP Learning System is building and running SAP’s next generation learning and community experience. We are a newly created organization within SAP Learning, the education, training and adoption unit within SAP.

We’re a 200+ people team, fast running and laser-focused, with a bold vision: enable more than 2M people to learn, upskill and join the SAP ecosystem per year. Given our central role in SAP’s ecosystem, the huge market buzz on moving to cloud, and our unique setup with strong existing assets such as SAP Learning Hub, openSAP and the SAP Community, we believe we have the opportunity of a lifetime to make a big impact in the world of B2B software.

SAPLearningSystemCareers

**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.

**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.

Requisition ID: 364797 | Work Area: Software-Design and Development | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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