Application Support Specialist

6 days ago

Kuala Lumpur, Malaysia SAP Full time

**We help the world run better**

SAP Fieldglass is a cloud-based Vendor Management System (VMS) that helps world
- class companies manage contingent workforce and services procurement programs.

**Founded in 1999 to help transform how companies find, engage, and manage external talent and contingent workforces and s**ince then, our cloud-based solutions have helped global businesses optimize their use of external workers and service providers. We continue to experience exciting growth and innovation remains at the core of what we do, every day. We're committed to our customers' success by providing a continuously improving VMS solution, and world-class customer support and service.

SAP Fieldglass integrated solutions was named a leader in the 2021 Gartner Magic Quadrant

**EXPECTATIONS & TASKS**:
**Core Customer Support**
- Troubleshoot customer inquiries/issues by using case and incident solving methodologies, in collaboration with experienced support engineers and/or other internal teams when necessary
- Proactively call the customer to mitigate, resolve concerns, add value to the support experience and establish trusted relationships with customers/partners.
- Demonstrate capability of processing high severity/priority cases in accordance with internal standard procedures and best practices
- Take ownership of the incoming queue to ensure fulfillment of Management by

Objectives (MBOs), customers' Service Level Agreements and other Key Performance Indicators when required by correctly escalating, transferring, and assessing priority on cases and incidents
- Provide workarounds and emergency corrections where no immediate solution can be given
- Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
- Get certified in Classroom Training or e-Learning Lessons as required by product or people leaders
- Maintain your knowledge of new functionality and compliance changes
- Carry out new tasks and embrace new projects as requested by leaders in the organization
- Demonstrate willingness to fulfill different roles as required by the business
- Take initiatives to improve the team's performance and efficiency
- Promote Knowledge-Centered Services methodology and effectively use Knowledge Based Articles to solve customer issues
- Work schedules generally require early/late/weekend shifts
- Effectively communicate with customers to understand their needs and demands in Japanese language

**Continuous Learning Culture**

**Proactive Support and Innovation**
- Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests
- Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects
- Provide feedback and/or documentation to the appropriate stakeholders to improve our products
- Drive improvement of knowledge quality, both internally & externally

**EDUCATION & QUALIFICATIONS**:

- Bachelor’s degree in a relevant field with experience preferred, including internships with a passion for tech industry
- Passion for working with customers and a customer centric and service mindset
- Creative problem solver, ability to troubleshoot and manage multiple competing priorities (multi-task, prioritization skills)
- Must be Analytical and detail oriented
- Self-starter, ability to work independently and within the Team and collaborate effectively
- Excellent verbal and written English and Japanese communication skills.
- Growth mindset and lifetime learner
- Experience with SAP Fieldglass, ServiceNow, Jira, Confluence, Knowledge Based Articles and SQL queries all a plus

**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: 373656 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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