Requisition ID: 248057Work Area: Customer Service and SupportExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time
COMPANY DESCRIPTIONSAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Job Overview
SAP Concur Support Engineers are responsible for supporting customers experiencing issues with the SAP Concur product. Support Engineers use a combination of knowledge-centered service (KCS), technical and product expertise, and collaboration with internal teams to help customers resolve their issues.
Responsibilities
Speak with customers and complete casework and/or provide chat/phone support to help resolve customer issues to a satisfactory standard for assigned product areas according to defined processes. If no processes yet defined, consult with Senior Support Engineer, Principal, Product Lead, or direct Manager to resolve.
Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
Represent the company in a positive manner with timely updates and knowledgeable answers.
Mentor or train members of the team as assigned in both soft and hard skills important to their continued success within SAP Concur.
Drive implementation of minor projects or initiatives as requested by Product Lead or people manager.
Critical Performance Competencies
Accountability
Business acumen
Change agility / openness to change
Customer focus
Innovative thinking
Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills)
Ability to work in a diverse cultural environment
Qualifications, Experience and Education
Bachelor’s degree or equivalent experience.
Four or more years in call center, help desk, or general customer/client service.
Two or more years cloud-based application support.
Computer science experience strongly preferred.
Three or more years of experience writing or using technical process documentation.
Two or more years new hire mentoring.
Three or more years software troubleshooting experience.
A+ Certification (or equivalent).
Advanced Microsoft Office experience.
Admin Call Center/Chat
Knowledge of FTP, CRMs (e.g. Salesforce), GDS, SQL, Concur Travel & Expense preferred.
Fluent in both written and spoken English as well as fluency in at least one other language (e.g. French, German, Spanish).
CRM Cases
Experience with SQL.
Fluent in both written and spoken English.
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WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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: **********).
Successful candidates might be required to undergo a background verification with an external vendor.
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