Junior SAP Support Specialist Ref. No: 6802

room

Region:
Kraków, małopolskie

assignment

Terms of employment:
Permanent contract

access_time

Working hours:
Flexible


The Lufthansa Group is an aviation group with global operations and a total of more than 400 subsidiaries and associated companies. It is divided into five business segments, which cover the areas of passenger transportation, airfreight and airline services: Passenger Airline Group, Logistics, MRO, Catering and IT Services. All of the business segments occupy a leading position in their sectors and in some cases are the global market leaders.

Lufthansa Global Business Services (LGBS) operates as an international organization with a worldwide  delivery structure providing business services in the areas of Finance, HR, Revenue Accounting, Management Reporting, IT and Procurement for entire Lufthansa Group.

Krakow Center is the main hub for the delivery organization including also central functions for the group companies covering both standard as well as customized processes for airline business. Besides operations, Krakow Center has also teams specialized in Process Management, Migration Support, Knowledge Management and Continuous Improvement.


Requirements:

  • Very good German (written and spoken)
  • Good English (written and spoken)
  • Good knowledge of MS Office
  • Experience in Customer Service, Call Center will be an asset
  • Customer Orientation
  • Analytical Skills
  • Problem solving orientation
  • Verbal Communication Skills
  • Proactivity
  • Assertiveness


Responsibilities:

The Junior SAP Support Junior Specialist is responsible for users support  with all technical and functional queries regarding the use of Lufthansa SAP SRM module.

The role requires answering inquiries by phone and in respective ticketing tool, resolving users’ problems, fulfilling service requests, maintaining process database and documentation and transferring issues to the respective department if not solved within first level.

 

Main tasks:

  • Answering inquiries by clarifying desired information - searching independently for information in all available systems and documentation, locating, and providing information as well as exchanging knowledge with other team members in order to achieve multi-competence skills
  • Determining requirements by working with German and English speaking customers; Initiating contact with the customer if needed
  • Resolving problems by clarifying issues  -  researching and exploring  answers and alternative solutions; implementing independently own solutions; escalating unresolved problems
  • Fulfilling service requests - completing transactions; forwarding requests
  • Informing about found SAP SRM support process/system gaps that could be improved
  • Maintaining call center Jira database by entering information on regular basis
  • Maintaining SAP SRM support process statistics and updating documentation
  • Deciding urgency of an inquiry by predefined criteria
  • Cooperating with other team members and with 2nd Level Support in order to provide the best service


We offer:

  • Possibility to gain professional experience in IT field
  • Everyday contacts with German language
  • Work in a renowned company and international environment
  • Great atmosphere in a positive team
  • Trainings and possibility of professional development
  • Development of language competences (partial funding of language courses)
  • Unique package of benefits (e.g. medical services, Multibenefit card, cafeteria package)
  • Possibility to fulfil a dream about far journeys with attractive discounts for air tickets


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