Remote SAP BASIS Assistance
Budget / Salary₹12,500–37,500
TypeFreelance project
LocationRemote
Posted2 hours ago
This is a Remote, outcome-based engagement where selected experts will provide first-level support to SAP customers via ticket-based communication on SAP’s OSS platform.
About the Engagement:
You will be required to respond to customer queries strictly via chat in the SAP ticketing system.
Support includes reviewing issues, sharing relevant SAP documents (KBAs, SAP Notes), and rerouting tickets when needed.
No customer calls or screen sharing sessions are to be conducted — any such request must be rerouted to SAP per protocol.
Adherence to SLA timelines, SAP documentation standards, and professional communication is mandatory.
Work Mode: This is a 100% Work From Home (WFH) opportunity. However, it is not a flexible "work whenever you have time" model. You are expected to be available to claim tickets as soon as they are assigned. Ticket claiming is highly competitive and should be done immediately. Once you successfully claim a ticket, you will have up to 2 hours (1st resolution), 24 hours (2nd resolution) to analyze it and provide a solution.
Ticket Type: These are primarily L3 and L4 (low-priority) support tickets. You can use the information provided in the ticket, such as documents or screenshots, to search for relevant SAP Notes and Knowledge Base Articles (KBAs). If no applicable SAP Note or KBA is available, you can reroute the ticket to the appropriate team.
Availability: You can work at any time based on your convenience. However, we ask for your expected bandwidth or availability so that, if tickets are not being claimed during your preferred time slots, we can reach out to you and ensure adequate support coverage.
Please find the attached Support Protocol Guide that outlines expectations and compliance guidelines.
About the Engagement:
You will be required to respond to customer queries strictly via chat in the SAP ticketing system.
Support includes reviewing issues, sharing relevant SAP documents (KBAs, SAP Notes), and rerouting tickets when needed.
No customer calls or screen sharing sessions are to be conducted — any such request must be rerouted to SAP per protocol.
Adherence to SLA timelines, SAP documentation standards, and professional communication is mandatory.
Work Mode: This is a 100% Work From Home (WFH) opportunity. However, it is not a flexible "work whenever you have time" model. You are expected to be available to claim tickets as soon as they are assigned. Ticket claiming is highly competitive and should be done immediately. Once you successfully claim a ticket, you will have up to 2 hours (1st resolution), 24 hours (2nd resolution) to analyze it and provide a solution.
Ticket Type: These are primarily L3 and L4 (low-priority) support tickets. You can use the information provided in the ticket, such as documents or screenshots, to search for relevant SAP Notes and Knowledge Base Articles (KBAs). If no applicable SAP Note or KBA is available, you can reroute the ticket to the appropriate team.
Availability: You can work at any time based on your convenience. However, we ask for your expected bandwidth or availability so that, if tickets are not being claimed during your preferred time slots, we can reach out to you and ensure adequate support coverage.
Please find the attached Support Protocol Guide that outlines expectations and compliance guidelines.
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