Support Specialist - Inclusion Program

Description

**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose\-driven and future\-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. **SAP is committed to inclusion, diversity, and equity, leveraging technology to drive innovation and competitiveness across society.** As a global leader in enterprise software, SAP helps organizations tackle challenges efficiently and productively. The company values diverse skills and seeks to create an equitable and inclusive work environment where employees can grow and achieve success. **This program invites individuals who identify as persons with disabilities, neurodiverse individuals, Black or from other ethnic backgrounds to join SAP by applying to this opportunity. Registration does not limit candidates from exploring other opportunities within SAP.** If you require specific accommodations or special assistance to succeed during the selection process, please let us know in advance. Send an email with your request to the Recruitment Operations Team: **Careers@sap.com** **Overview** Our **Product Support** team delivers essential technical and non-technical support, helping customers resolve complex issues with SAP products and services. You will be part of a global team that values diversity, collaboration, and continuous learning—ensuring SAP’s commitment to customer satisfaction and operational excellence. This role provides a solid foundation for developing skills in technical support engineering or customer service, with ample growth opportunities. **Responsibilities** * **Customer Engagement \& Issue Resolution:** Take ownership of resolving issues to ensure a seamless customer experience, respond promptly to inquiries, and provide proactive support. * **Incident Analysis:** Diagnose, reproduce, and resolve reported issues; escalate to development teams when necessary and ensure effective communication with customers. * **Knowledge Management:** Develop and update support documentation, sharing knowledge across the SAP community to prevent future incidents. * **Collaboration \& Continuous Improvement:** Work with cross-functional teams, participate in knowledge-sharing initiatives, and contribute to enhancing customer experience and product efficiency. * **Proactive Testing \& Innovation:** Support testing initiatives, contribute to SAP’s support strategy, and promote continuous innovation. **Requirements** * Bachelor’s degree or currently pursuing studies in **Computer Science, IT, Engineering, Business Administration**, or related fields; customer service or technical support experience is a plus. * **Location:** Availability to work in a hybrid and on-site capacity at our office in **Monterrey, Nuevo León**, as required. * **Language:** Communication skills in English. * **Customer Orientation \& Communication:** Excellent verbal and written communication skills, with a strong commitment to customer satisfaction. * **Technical Skills:** Basic knowledge of databases, operating systems, networks, and problem-solving methodologies is advantageous. * **Flexibility:** Willingness to work in a dynamic environment with flexible hours, including some weekends and holidays as business needs require. **Key Competencies** * **Technical Analysis \& Problem Solving:** Ability to assess, diagnose, and resolve technical issues, with a mindset of continuous learning. * **Customer-Centric Mindset:** Prioritizes customer satisfaction, manages expectations effectively, and maintains empathy in all interactions. * **Team Collaboration:** Works effectively in diverse and virtual teams, sharing knowledge to improve team performance. * **Adaptability \& Resilience:** Demonstrates agility and a growth mindset, quickly adapting to complex tasks or situations. * **Accountability \& Proactivity:** Takes full ownership of responsibilities and actively seeks learning and development opportunities. **Why Join SAP?** At SAP, we are committed to innovation, diversity, and personal and professional growth beyond borders and cultures. As a leader in enterprise software, we are passionate about making the world run better and improving lives. Join our Product Support team and become part of a dynamic and inclusive environment, helping customers achieve success with SAP solutions. **Ready to begin your journey with SAP?** Apply today with your **English CV** and bring your authenticity to our team. **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 and more equitable world. 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 SAP Referral Policy. 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. **Compensation Range Transparency**: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits. Requisition ID: 421660 \| Work Area: Human Resources \| Expected Travel: 0 \- 10% \| Career Status: Professional \| Employment Type: Regular Full Time \| Additional Locations: \#LI\-Hybrid