Solution Support Engineer-Japanese/English
SAP
- Dalian, Liaoning
- Permanent
- Full-time
- Deliver Core Customer Support
- Knowledge Transfer
- Proactive Support and Incident Prevention Activities
- Provide end users and customers with a technology driven, industry-leading support experience.
- Create knowledge documents, tools and processes to support our customers, and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers, …).
- Maintain strong working relationships with cross-functional teams within SAP.
- Utilize and improve state of the art collaboration channels like swarming, communities etc. Continuous Learning
- Stay curious and open to new experiences, while learning through daily tasks and targeted trainings.
- Be actively on the forefront of industry technical and functional knowledge.
- Actively support SAPs Support transformation strategy. Deliver Core Customer Support
- Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
- Escalate sensitive customer issues to component owner, creating an action plan and communicating it back to the customer / beneficiary.
- Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
- Develop product specialization in at least one product area.
- Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.
- Test internal systems to prevent future issues on customer's systems.
- Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
- Basic to professional skills with one programming language such as ABAP, JAVA, . NET
- Technical skills (debugging, tracing, verifying complex customizing).
- Basic to professional skills with SQL
- Japanese: Fluent
- English: Fluent
- Chinese: Native
- Additional Asian language is an advantage.
- Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.
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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . 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.
Successful candidates might be required to undergo a background verification with an external vendor.Requisition ID: 391105 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.Requisition ID: 391105Posted Date: Mar 27, 2024Work Area: Customer Service and SupportCareer Status: ProfessionalEmployment Type: Regular Full TimeExpected Travel: 0 - 10%Location:Dalian China, CN, 116023Job alert