Full Job DescriptionRequisition ID: 282940
Work Area: Consulting and Professional Services
Expected Travel: 0 – 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP 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.
About the Team:
Delight Customers. Always! is our leading vision as members of Product Support-Concur.
Product Support-Concur Engineer receives issues faced by customers for our market leading cloud based expense solution. The Engineer researches on issue(s) across various resources, troubleshoots the problems and provides prompt resolution to the customer within the SLA Timelines. The SAP Concur support is often consultative & addresses intermediate to advanced service related issues.
Roles & Responsibilities:
Win customer loyalty by creating memorable experiences for customers.
Responsible to deliver ‘customer-centric service experience’ to our customers during every interaction.
Develop and maintain strong functional and technical product knowledge.
Work with our America based customers in resolving their queries, issues related to SAP Concur Product.
Resolve customer issues with transparency and urgency.
Maintain ownership of the issue, manage client expectations & drive deliverables.
Provide regular updates on cases statuses and escalate issues while maintaining the customer experience.
Create availability in daily schedule for customer calls.
Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.
Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.
Conduct all external facing communication in a professional manner, and to a high level of customer service.
Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.
Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.
Bachelor’s degree or equivalent. Preferred Finance & Accounts qualification.
External customer facing experience.
Technical background with understanding of SQL.
6 to 8 years of experience in troubleshooting software / hardware / product / process / tool issues.
Ability to express thoughts clearly & professionally for fluent customer interaction (English).
Display passion for & responsibility to the customer, business & team.
Research based Learning oriented, analytical mindset for expert problem solving
Task based, process driven approach to achieving objectives
Schedule flexibility working on the weekends and working continuously in night shift 16:30 to 1:30 IST
Preferable experience with SAP Concur products or on similar SaaS / Cloud products
Preferable technical know-how on Selenium, Python or any programming language for automation
Preferable experience on Finance & Accounts
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. #LifeatConcur #WorkatConcur #WeWorkWithAwesome
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: Careers.NorthAmeric[email protected] or [email protected], APJ: [email protected], EMEA: [email protected]).
Successful candidates might be required to undergo a background verification with an external vendor.
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