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Job Overview:
Concur Service Administrator is a designated configuration expert, assigned to assist Concur customers solve configuration cases. A successful individual in this position will manage and maintain the customers’ configuration; adding, editing or removing configurable options as necessary.
Managing care services customer working for US customers. This team services Concur’s premium support deliverables. The team works directly with the customer’s authorized support contact and deliverables solutions on customer systems in live system.
Role & Responsibilities
The Care services team member will be responsible for the following activities
Fulfill customer configuration needs
Work with customers to analyze the requirements and provide sutiable solutions.
Report and present complete details of work performed.
Adhere to SAP Concur’s rules of engagement for working with customer
Ensure adherence & improvement of set KPIs such as SLAs, technical expertise , customer satisfaction.
Work towards removing roadblocks in terms of team’s knowledge.
Manage customer escalation and liase with internal teams.
Coach team members towards higher performance levels.
Work towards improving customer satisfaction from the Service Administration and care services portfolio.
Provide technical expertise at situations which demand higher level of expertise
Experience/Role Requirements:
Minimum of three (3) years of consulting, software implementation role, account management role.
Minimum Bachelor’s degree (regular course), preferably in accounting or information systems / financial background / accounting industry background
Ability to understand complex business requirements.
Able to work with complex customer situations and translate requirements into configuration. Should have managed complex customer situation.
Apply disciplined approach towards solving customer cases.
Technical competence towards system configuration.
Creative solution development and Knowledge of software deployment life cycle and testing practices
Knowledge about programming skills is a plus.
Ability to present data in a skilled manner is highly desirable.
Working environment (where major activities are carried out):
Working Time – US hours (Eastern Standard Time) – 6 PM to 3 AM IST
To launch your career with an organization whose products have a real positive impact on people’s lives, apply today and see where your journey takes you
We are SAP
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
Our inclusion promise
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and 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: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected].
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID:304061 | Work Area: Customer Service and Support | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time |