IT End User Support Specialist

Title: IT End User Support Specialist

, Deal Support CoE L2C EU/AS

Location: Prague 5, CZ, 158 00

Department: Information Technology

Job Description:

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed. 

What you'll build:
As an IT End User Support Specialist for Deal Support CoE L2C EU/AS, you help our customer-facing 
roles (e.g. sales team) to be more productive. This allows them to focus on their customer first, 
simplifying the buying experience with SAP. In your role, you bring reliable, qualitative, and professional 
assistance to both transactional and business-related questions. You will learn about and support 
various business applications, processes, and deal motions – and therefore gain a deep understanding 
of how sales operate in a Cloud company. This specific role will focus on supporting Cloud, On 
Premise, Services Sales, and future deal motions and processes, therefore securing our current 
business and engaging in the transition to new.
Core Tasks:

• Handling end-user inquiries – detecting the problem, troubleshooting, dispatching, and closing 
  the issue.
• Maintaining awareness of trending issues and engaging with the appropriate stakeholders to 
  mitigate escalations.
• Working in a multi-channel environment where support is provided via chat, call-out, and 
  ticketing. You may engage in simple exchanges or more complex consultations based on your 
  growing levels of expertise
• Exchanging best practices and following standard execution models to help our team be most 
  efficient.
• Participating in, contributing to, or hosting learning and networking activities to consistently grow 
  know-how and collaboration.
• Testing new features in the system and giving feedback.
• You may contribute with input and/or take the lead of scope-related or process-related projects.
• A take-charge mindset and the ambition to lead a project or a team are a plus. 

What you bring:
The right candidate is curious and solution oriented. They are fast learners and easily communicate and 
connect with people within and beyond the team, virtually and/or in person.
In addition, you will bring:

• A customer-service attitude: polite, helpful, quality-oriented, and empathetic.
• Analytical skills/Inquisitive mindset: asks the right questions.
• Multitasking/ prioritization skills.
• Strong English communication skills.
• Confidence in navigating challenging situations and finding solutions.
• The ability to work both independently and within a team.
• A bachelor´s degree and/or equivalent work experience.

Where you belong:
The BASE Team is the liaison between customer-facing roles and their daily applications, sales 
processes, and technical development. We specialize in bringing high quality, user-oriented support to 
make complex situations simple and connect the dots for a smoother end-to-end experience. This 
includes training and informing our users along each step of the way. The team is spread across the 
world with three main hubs in Prague, Manila, and Buenos Aires. Our team members are motivated and 
committed to collaborate and partner for success, aspiring to be a best-in-class support unit.

#LI-IK1 

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.  
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 world.
SAP is committed to the values of Equal Employment Opportunity and provides 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 SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity,  gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 453651  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Hybrid