Hyderabad, India

SAP Support Analyst


Reports to: Director, Global Delivery Center

Position summary

Frontline support managing the external customers’ requests, documenting the intake of the issue, diagnosing inquiries relate to Winshuttle products.  Resolves most requests while referring / escalating more complex problems to the proper team. Required to maintain knowledge base entries with the ability to work with multiple databases and standard web architectures.   May also be required to handle customer email communication and/or other project duties as assigned.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Answers support line calls, triages all cases and assigns them in an appropriate and timely fashion
  • Assists with internal and external license issues
  • Maintain Knowledge Base entries for customer and internal use
  • Resolves basic support and licensing requests via phone and email
  • Work with multiple databases and standard web applications
  • May assist with Sales Ops/License fulfillment duties as needed
  • Continual learning of product functionality and new features
  • Additional Project work
  • Flexible schedule and extended hours may be required
  • Ability to work in 24/5 (rotational) shifts
  • Deliver customer training


  • SAP techno-functional experience is a must
  • Fundamental knowledge of Business Process Management software (WORKFLOW)
  • Fundamental knowledge of MS InfoPath or any other software application for designing, distributing, filling and submitting electronic forms containing structured data (FORMS)
  • Fundamental knowledge of SharePoint 2010 or 2013
  • Experience with JavaScript/JQuery and Excel Macros preferred
  • Proficiency with Microsoft Excel, Access, Word, Outlook, and PowerPoint preferred
  • Excellent communication skills, both verbal and written

Desired behaviors

  • Receptive to change – is flexible, seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen of Winshuttle.


  • Demonstrated ability to work independently and with a team to manage multiple projects concurrently
  • Proven ability to effectively communicate with customers via phone and email
  • Troubleshooting skills
  • Ability to read and interpret technical information


  • Requires a minimum of 4+ years of related experience and/or recent college graduate
  • Experience with SAP is required
  • Preferred experience in one or more of the following: A CRM system (Preferred SalesForce.com), Ticket Tracking system, Licensing software or any other Business applications

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.