Role & responsibilities:

About the Role

The person will act as the first-level support desk and coordination point between Mawai customers and SAP consultants.

The primary responsibility will be to receive customer complaints/requests through the Mawai Customer Support Portal, email or telephone, understand and classify the issue, assign it to the appropriate SAP functional/technical consultant based on module, priority and consultant workload, and continuously monitor the ticket until satisfactory resolution and closure.

The ideal candidate should have basic understanding of SAP business processes, excellent communication and customer-handling skills, and the ability to manage multiple support tickets in a structured and disciplined manner.

Key Responsibilities

1. Customer Complaint & Ticket Management
- Act as the first point of contact for customers for SAP support-related issues.
- Receive support requests through the Mawai Customer Support Portal, email and telephone.
- Ensure that 100% of customer complaints/requests are properly recorded as tickets in the support system.




- Understand the customer's problem, business impact and urgency before assigning the ticket.
- Ensure that ticket information is complete, transparent and understandable to the SAP consultant.

2. SAP Module Identification & Issue Classification
- Identify the relevant SAP module/business area for each customer issue, such as:
- SAP MM
- SAP PP
- SAP SD
- SAP FI/CO
- SAP WM/EWM
- SAP QM
- SAP PM
- SAP PS
- ABAP
- SAP Basis
- Categorize issues as functional, technical, master-data, user-related, enhancement/change request or other appropriate categories.
- Identify whether an issue is Critical, High, Medium or Low priority based on business impact.

3. Consultant Assignment & Workload Management
- Assign tickets to the appropriate SAP functional or technical consultant.
- Consider consultant skill, module expertise, availability and current workload while allocating tickets.
- Coordinate with

📌 SAP-Customer Support Executive (Gurugram)
🏢 Mawai Infotech
📍 Gurugram