Customer Service Representative

About SAP Customer ExperienceSAP Customer Experience (CX) is a comprehensive suite of applications that enables businesses to deliver personalized, seamless customer experiences across all touchpoints. As part of SAP – the world's leading provider of enterprise application software – we help companies transform how they engage with customers through innovative technology solutions.Our Mission & CultureAt SAP CX, we believe that every customer interaction matters. Our mission is to help businesses build lasting customer relationships through intelligent, data-driven experiences. We foster a culture of innovation, collaboration, and continuous learning where every team member's contribution is valued. Our diverse, global team thrives on solving complex challenges and driving digital transformation for our customers.Role SummaryAs a Customer Service Representative within our SAP Customer Experience division, you'll serve as the critical connection between our customers and our technology solutions. You'll provide expert support for our CX platform, helping clients maximize the value of their investment while ensuring exceptional service experiences.In this high-impact role, you'll leverage your customer service expertise and technical aptitude to resolve inquiries, troubleshoot issues, and guide customers through our comprehensive suite of CX tools. Your contributions will directly influence customer satisfaction, retention, and the ongoing success of businesses around the world.We're looking for someone who sees customer service not as solving problems, but as building relationships – someone who understands that every interaction is an opportunity to strengthen our partnership with clients and enhance their experience with our platform.Key ResponsibilitiesProvide exceptional customer support via phone, email, and chat for SAP Customer Experience products including Sales Cloud, Service Cloud, and Marketing CloudDiagnose, troubleshoot, and resolve customer issues efficiently while maintaining high customer satisfaction ratingsManage and prioritize support tickets using our CRM system, ensuring timely resolution and proper escalation when neededDocument customer interactions, issues, and solutions accurately in our knowledge base and case management systemCollaborate with cross-functional teams including product development, customer success, and sales to address complex customer needsGuide customers through platform features and functionality to maximize their use of SAP CX solutionsIdentify trends in customer issues and proactively communicate feedback to product teams for continuous improvementAssist with customer onboarding and training for new SAP CX implementationsMaintain up-to-date knowledge of SAP CX products, updates, and best practicesParticipate in regular team training sessions and knowledge sharing to enhance collective expertiseMeet or exceed key performance indicators including response time, resolution time, and customer satisfaction metricsContribute to the development of support documentation and training materialsIdentify opportunities for process improvements to enhance the overall customer support experienceRequired QualificationsEducation & ExperienceAssociate's or Bachelor's degree in Business, Communications, IT, or related field preferred2+ years of experience in a customer service or technical support role, preferably in SaaS or technologyProven track record of meeting or exceeding customer service metrics and KPIsTechnical SkillsProficiency with CRM systems (Salesforce, SAP CRM, or similar platforms)Strong computer skills including Microsoft Office Suite and customer support softwareFamiliarity with help desk ticketing systems and case management workflowsBasic understanding of SaaS platforms and cloud-based software solutions