Associate Solution Support Engineer - Concur (multiple roles available)

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

 

What is this job about in short? 

 

As a “Support Associate – SAP Concur”, you will work directly with Customers to solve their issues and allow to use SAP Concur as expected, in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Product Support processes. Your key focus will be our Customer’s satisfaction and Customer Centric mindset. If you are curios and have a knack for digging into problems, this role may be a great fit for you. Support Associates resolve customer issues on multiple fronts. The support is often consultative and addresses basic to complex service-related issues in financial management and corporate spend control.

If you’re passionate about success and results driven, this job might be for you. SAP Concur’s key expectations should be fulfilled through the delivery of tasks below:

 

Success – Commit to the success of customers, partners, colleagues, and SAP Concur:

· Achieve excellent level of customer satisfaction

· Ensure achievement of your own and Teams’ KPIs

 

Accountability - Keep your word by executing on commitments made to ourselves and others.

· Participate in an introductory training program to learn the platform: shadow colleagues and peers, get familiar with job-specific terminology, documentation and processes

· Work independently and apply effective problem-solving skills

· Take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established timeline

· Troubleshoot cases by using Knowledge Base Articles, technical documentation or verifying the configuration

· Become comfortable collaborating with internal teams to escalate and route customer issues and requests for prompt resolution

· Stay current with Concur’s innovation and application enhancements: attend training sessions and webinars for new product features and product offerings to then relay to the customer, as applicable. Identify patterns and their solutions with incoming customer incidents

· Share and document knowledge through creation of Knowledge Base articles

Professionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise, and execute with discipline.

· Interact with customers via multi-channel like portal, phone and email: drive Customer interactions trough different real time channels.

· Demonstrate initiative to be a self-starter, keeping up to date on product additions and changes: Be a go-getter and take initiative while coming up with new ideas and ways to improve processes.

· Provide excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management.

· Build and act upon your development plans, regularly reviewed with your Manager

· Improve according to feedback and adjust based on lessons learnt

 

Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect.

 

Teamwork - Take personal initiative in collaborating to achieve success.

 

So how do you know if you’re ready to apply for this role? Surely a “Yes” if:

 

· You are able to assess, plan and troubleshoot while collecting information about the customer issue

· You have proficient English skills

· You want new challenges every morning

· You enjoy delivering a great customer experience and interacting with customers and colleagues all over the world?

· you do want to make an impact on SAP Concur’s success in a highly competitive environment

· You are able to gain a basic understanding of Structured Query Language (SQL).

· You can maintain working knowledge of products through new releases and team meetings.

· You are able to work some weekends, based on business needs.

 

We need you to drive SAP Product Support transformation if,

· You are definitely a Team play