• Provide excellent customer service via phone, email, SMS, or chat • Actively listen to customers' needs and offer solutions • Utilize soft sales techniques to offer product recommendations • Build and maintain positive customer relationships • Meet individual and team performance metrics • Maintain accurate records of customer interactions

• Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. • Deliver exceptional customer support in both Arabic and English. • Investigate, troubleshoot, and resolve customer issues independently wherever possible. • Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. • Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. • Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. • Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. • Contribute to maintaining and improving internal knowledge base articles and support documentation. • Identify recurring customer issues and share feedback to improve product quality and support processes. • Participate in quality assurance reviews and continuously improve service standards. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

• Provide excellent customer service by answering calls and responding to customer inquiries via phone, email, SMS or chat. • Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues. • Utilize soft sales techniques to offer product or service recommendations in a helpful, non-pressuring manner. • Build and maintain positive relationships with customers to foster repeat business. • Meet or exceed individual and team performance metrics such as call quality, customer satisfaction, and sales conversion rates. • Maintain accurate records of customer interactions and follow-up actions in the CRM system. • Adhere to company policies, procedures, and performance standards. • Collaborate with team members to improve processes and contribute to a positive work environment. • Attend training sessions and participate in team meetings as needed.

Role Description We are looking for a Junior SAP Support Specialist to join our team and support SAP Ariba and SAP Concur solutions for an international client. In this role, you will provide user support, handle incidents and service requests, troubleshoot functional issues, and ensure a high-quality support experience for end users. While previous experience with SAP Ariba or SAP Concur is considered an advantage, comprehensive onboarding and training will be provided. Responsibilities - Deliver reliable application support: - Provide functional support for SAP Ariba and SAP Concur applications by handling incidents, service requests, and user inquiries through the ticketing system, ensuring timely resolution and a high level of user satisfaction. - Resolve functional issues: - Investigate, troubleshoot, and resolve application issues, identifying root causes and implementing effective solutions to minimize service disruptions. - Collaborate to ensure service continuity: - Work closely with client stakeholders and internal teams to coordinate issue resolution, maintain effective communication, and ensure seamless support delivery. - Drive knowledge management and continuous improvement: - Maintain support documentation and knowledge articles while contributing to knowledge-sharing initiatives and continuous improvement efforts to enhance support processes and team efficiency. Qualifications - Excellent communication skills, both written and spoken, in German and English. - Experience in customer support, helpdesk, application support, or ticket handling, combined with analytical thinking and troubleshooting skills. - Strong attention to detail, a structured approach to work, excellent organizational and time management skills, and the ability to analyze complex user scenarios and business processes. - Customer-focus mindset, excellent collaboration skills, a proactive and independent mindset, reliability, accountability, and a willingness to continuously learn and develop. - Regular use of AI tools to improve productivity, automate or reduce repetitive work, support decision-making, and deliver higher-quality outcomes. - Ability to use AI tools responsibly by structuring effective prompts, critically validating outputs, understanding limitations, and taking ownership of the final result. Requirements - Basic understanding of SAP solutions, SAP Ariba, SAP Concur, or similar business applications. Benefits - Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing, covering social, physical, emotional wellbeing, as well as work-life fusion. - Physical Wellbeing: Our wellbeing program includes medical benefits, gym support, and personalised fitness options for an active lifestyle, complemented by team events and the Healthy Habits Club. - Work-Life Fusion: In very dynamic industries such as IT, the line between our professional and personal lives can quickly become blurred. Having a one-size-fits-one approach gives us the flexibility to define the work-life dynamic that works for us. - Emotional Wellbeing: We believe that to maintain our overall health, we need to invest in our mental wellbeing just as much as we do in our physical health, social connections or in achieving work-life balance. - Social Wellbeing: As a growing community in a hybrid environment, we want to ensure we remain connected not just by the great work we do every day but through our passions and interests.