Frontline Support Specialist

Ortigas Pasig, Philippines (Hybrid)


We are seeking a dedicated Frontline Support Specialist to provide transactional end-user support via tickets and chat for core Sales Applications and Systems. Join our team to ensure smooth operations within the Sales Technology & Support charter, adhering to BASE direct SLAs.

Responsibilities:

  • Provide transactional end-user support via tickets and chat for core Sales Applications and Systems (within the scope of the Sales Technology & Support charter) and according to BASE direct SLAs.
  • Create/refine related documentation for support and sales self-enablement within the respective release schedule and content prioritization of the organization.
  • Attend trainings to learn about new applications and cross-train peers within the hub (including onboarding of new joiners within the hub).
  • Collaborate across Sales Technology (Level 1, 2, and 3) support to identify related in-scope solutions of end-user inquiries in a qualitative and accelerated manner.
  • Work with relevant and standardized support infrastructures, adhering to data compliance.
  • Contribute to support-specific projects for long-term simplification (i.e., collecting feedback within the hub, submitting questions for trainings).
  • Support QEC/YEC weekend or holiday coverage on chat and tickets within agreed hours. These extra coverage requirements will be shared and reviewed between SAP’s regional management and vendor ahead of time and generally concern about 3-6 hour shifts the last 3 weekends of every quarter.

Frontline Support Specialist

Job description

Frontline Support Specialist

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