Customer Interaction Center (CIC) Support Specialist
Gloucestershire County Council
São Leopoldo, BR
há 6 dias

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. !


This is a unique opportunity to be part of a global team that supports SAP customers within an organization that acts as an interface between the customer and technical support across Latin America, Canada and the rest of the globe.

The Customer Interaction Center is a central point of contact for non-technical customer queries ranging from usability of SAP s Support Portal and escalation of critical issues to the proactive delivery of customer info sessions.

Utilizing exceptional communication skills, the core function of the Customer Interaction Center is to obtain real-time business information relating to customers technical issues.


  • Evaluate (from a business perspective) how the customer’s technical issues affect daily business processes
  • Manage customer expectations in accordance with established SAP processes and procedures
  • Engage the appropriate stakeholders to ensure that critical customer cases are resolved effectively and in a timely manner
  • Assist the customer with a range of queries relating to software download, User Id, license keys
  • Proactively assist customers navigate the SAP support portal and make the most of SAP support
  • Deliver info-sessions to customers, internal colleagues and SAP partners
  • Manage critical customer escalations throughout to a final resolution
  • Participate in weekend and public holiday support activities
  • Provide feedback for future process improvement and engage with global counterparts on projects and key roles

  • University degree in Information Systems, IT Management, Business Administration, International Trade or related.
  • Knowledge and / or experience with SAP products desirable
  • Knowledge of Business Processes highly beneficial
  • Excellent customer focus and communication skills (oral / written)
  • Flexible and mature approach to work in a team environment
  • Serenity and ability to work under pressure (friendly manner)
  • Problem solving / analytical skills
  • Fluent in English
  • Intermediate Spanish skills or better (Optional)

  • Previous experience working in a customer-facing environment
  • Experience in an IT support environment highly beneficial
  • Proven ability to work well under pressure demonstrating exceptional organizational skills
  • Self-motivated, team player, proactive and solution oriented individual

    At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we pledge to flex providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs.

    With this pledge, we will provide :

  • An inclusive environment in which people have options of work models : work from home, at the office, or hybrid*, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
  • Flexible work schedules, so employees can adapt their personal needs with rheir professional activities in a productive and satisfatory way.
  • A 100% trust-based workplace as the norm, not the exception. *subject to legal requirement
  • We are SAP

    SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

    Our inclusion promise

    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 : Americas : or , APJ : , EMEA : .

    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.

    Successful candidates might be required to undergo a background verification with an external vendor.

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