Requisition ID: 249039Work Area: Consulting and Professional ServicesExpected 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 theis 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.
What does Success look like in this role?
Customer Focus: Motivated to provide excellent customer service using the resources and processes made available (without making promises or setting false expectations). Thinks about the impact of processes or changes to the customer; tailors' tone and approach to meet the needs of the customer in the moment. Communicates transparently about the good, the bad, and the ugly, and in a solution-oriented manner. The customer, and the impact of an issue upon the customer, is always at the forefront of decision making and communication. Demonstrates a passion for customer service and centricity that others notice and wish to emulate.
Performance: Meets or exceeds established Key Performance Indicators (KPIs). Demonstrates the sincere desire to learn and improve. When receiving difficult feedback, demonstrates the capacity to hear, consider, and when appropriate, change behavior accordingly. If asked to mentor others, he or she treats this critical task as an opportunity for both themselves and the mentee to gain valuable insight and understanding. When unsure how best to mentor, will seek expertise or advice from more senior team members or additional training. Sees own actions and behaviors as an example that more junior individual contributor will imitate and takes accountability for the example that he or she sets.
Troubleshooting: Resolves issues capably, with occasional requests to more senior individual contributors, mentor(s), or Product Lead for assistance. Understands how to navigate and use the CRM for casework. Demonstrates efficiency in resolving issues, adding few if any unnecessary or redundant steps. Willing and able to call customers when doing so will save time or customer effort or will lead to increased likelihood of a first contact resolution. Shares learned efficiencies with others. Raises opportunities to improve the issue resolution experience for employees and customers to the notice of his or her Product Lead or direct manager.
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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