职位描述

招聘人数：若干

职位职责： 实习天数：4 天 / 周

PURPOSE AND OBJECTIVES 
We are looking for energetic and innovative talents to build SAP Support in China, one of four Global support delivery centers in world. 
In support capacity, you will be responsible for trouble-shooting and solving incoming customer problems, which are reported online through CRM System or in direct contact with the customer. This will, at times, involve liaising with development. Utilizing team work, knowledge databases, problem simulation and working remotely on customer systems, we resolve issues while achieving excellent customer satisfaction. You will be part of a team tasked with developing SAP Support Processes. As such you will need to have an open mind, be very flexible and drive ideas on how to use the latest technology to optimize our customer support. 
SAP Cloud Support covers all on-demand products from SAP, such as SAP Business ByDesign, SAP Sales On-Demand, SAP Travel On-Demand, SAP Business Intelligence On-Demand, SAP Sourcing On-Demand, and more to come. 

EXPECTATIONS AND TASKS 
1、Analyze and resolve customer messages by means of knowledge databases and/or verifying customizing entries or hardware parameters. 
2、Provide recommendations for improvement regarding Product and Support process to Development Support. 
3、Provide consulting for customers on procedural issues and queries. 
4、Provide weekend and morning shift as scheduled. 
5、Share knowledge with the team. 
6、Maintain Technical Knowledge Database. 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES 
EDUCATION 
1、Second, Third or Fourth year of BS candidate; Second or Third year of MS candidates, Can meet minimum 4 days full time per week and can last for six months. 
2、No specific requirements about major, in business management, engineering, science and other relevant disciplines are preferable 

SKILLS 
1、Good and effective oral and written English skills; additional languages will be a plus. 
2、Excellent interpersonal and communication skills (oral/written) 
3、Good knowledge in computer network, WAN & LAN technologies etc. will be a plus. 
4、Good knowledge in Microsoft Office tools is a plus. 

MINDSETS 
1、Strong customer and quality focus 
2、Good team player   
3、Proactive work attitude to drive project/task from start to completion 
4、Demonstrated problem solving/analytical skills 
5、Willing to learn new knowledge and take challenging tasks 
6、Able to handle multiple tasks in parallel 
7、Self-motivated and goal achiever without close supervision 
8、High level of mental maturity 

WORK EXPERIENCE 
1、Not required 
2、Previous internship or working experience on a customer facing position is a plus.