Requisition ID: 144772
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the Back Office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Seeking candidates who are fluent in Mandarin and English
Hours: 8:00 PM EST - 5:00 AM EST
Ariba, an SAP company, is the global leader in business commerce networks, supporting more than $450 billion dollars in yearly trade between over 1 million connected companies. Ariba is transforming the way the world conducts business and is poised for strong continued growth with its innovation around the commerce graph. Every day, we help companies big and small collaborate with trading partners to manage spend, cut costs, reduce risk, and grow revenue. This collaboration is enabled through the Ariba Network, a cloud-based community where companies find buying, selling, and managing cash to be as easy as using Amazon, eBay, and PayPal; Ariba Exchange, a free online place where business commerce professionals network and share information and best practices, just like friends on Facebook; and the Networked Economy Blog, where we share best practices and thought leadership on procurement and financial management topics with companies across the globe.
Job Description Overview
The Customer Support Specialist is the face and voice of Ariba to our customers, building relationships in each interaction. Specialists help our customers maximize the benefits of Ariba solutions to facilitate a global exchange of goods and services in the world's largest business to business trading community. They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.
Duties and Responsibilities
Provides inbound application and functional support for all relevant Ariba applications, both internally and externally, by way of email, webform and phone.
Resolves 80% of issues without escalation.
Respond to customer inquiries in a timely manner and within service level objectives.
Successfully documents all requests through the CRM system while adhering to all documented procedures.
Provides general assistance to other teams within Global Customer Support and Ariba.
Conducts all customer interactions in a manner that presents Ariba in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Ariba.
Ensures that individual performance meets or exceeds the department standards.
All other duties as assigned.
Basic Minimum Qualifications
Bachelor's degree or 2-year Technical school degree preferred
Fluency in Mandarin
Technical aptitude. Knowledge in computer hardware and software applications along with experience using the Internet.
Minimum of 1 year work experience preferred.
Customer focus and stress tolerance.
Superior communication and telephone skills.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Strong troubleshooting and problem-solving skills.
Ability to adapt support style to align with the technical capabilities of the customer.
Previous customer service experience strongly desired.
Fluency in at least one foreign language is highly desirable.
Experience or education in working with individuals from diverse cultures preferred.
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 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 (Americas: (see below) or (see below), APJ: (see below), EMEA: C (see below) ). Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.