Digital Customer Experience Specialist

hace 1 semana


Madrid, Madrid, España Sap A tiempo completo
About Us

We're a forward-thinking company that enables innovation by building breakthroughs together. Our culture is centered around empowering our employees to create a better tomorrow. We foster a collaborative and caring team environment, prioritize learning and development, recognize individual contributions, and offer various benefit options.

The Charter of Private Cloud Customer Centre

Our Shared Services unit is dedicated to ensuring seamless adoption of the new RISE SAP S/4HANA Private Cloud Edition solution by customers through a Shared Services model. This approach focuses on scalability and resilience, delivering managed services with an innovative and standardized digital approach.

Your Role

You will drive sales-to-delivery handovers and customer onboarding, covering technical and project aspects such as IP ranges, Load Balancer setup requirements, VPN networks, and more. You'll handle support tickets, bridge customer queries and technical operations team requirements, and ensure periodic service reviews to track service quality across multiple customers.

Key Responsibilities
  • Drive sales-to-delivery handovers and customer onboarding
  • Handle support tickets and bridge customer queries and technical operations team requirements
  • Ensure periodic service reviews to track service quality
  • Orchestrate overall service delivery according to agreed SLAs and KPIs
  • Support customers on technical queries and requirements throughout their lifecycle
  • Proactive ticket monitoring, handling, and issue resolution for customers with regular and transparent communication
What We Offer

We provide competitive salaries, based on market conditions and your experience: € 70,000 - € 90,000 per year, depending on qualifications and location. We also offer a range of benefits, including flexible working hours, professional development opportunities, and a comprehensive health insurance package.

Requirements

To be successful in this role, you'll need:

  • An engineering graduate degree
  • At least 3+ years of work experience as a SAP technical consultant in a customer-facing/supporting role (IT services in Cloud environment, consulting, IT BASIS support)
  • Strong knowledge of SAP Basis, SAP ERP modules, and tools like TSM, BODI application, DBs of HANA, ASE, Sybase, Oracle
  • Strong hands-on experience with SAP Basis activities, technical support in Cloud environments, especially with hyperscalers, OS/DB migration SAP release upgrades, and infrastructure updates for cloud customers
  • Technical and application expertise for different cloud solutions (S/4HANA or another private cloud)
  • Good understanding of infrastructure operations and processes, and escalation handling and procedures


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