5 days old
2018-08-102018-09-08

SAP Concur - Customer Support Representative Job

SAP
  • Job Code
    189150
SAP Concur - Customer Support Representative Job

SAP Concur - Customer Support Representative Job

Date: Jul 17, 2018

City: Eden Prairie, MN, US

Company: SAP

Requisition ID: 189150
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

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.

Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.
For the clients of our cloud-based software, you will be the face of Concur. You will develop a thorough understanding of our Travel, Expense, and Invoice solutions and be able to explain complex policies and configurations in simple and understandable terms. You will work directly with our end users to resolve first-level support questions and issues via phone, chat, and email. You will also need to use your ability to think analytically to determine the best course of action to resolve user issues and respond to inquiries, or refer them to the proper support channels all while ensuring unparalleled customer service.

 

Responsibilities:

  • Provide quality first-tier support, acting as a first point of contact for end users with questions regarding: expense report creation, reimbursement inquiries, travel bookings, and invoice submission.
  • Utilize tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.
  • Document pertinent details of inquiry and take timely action including follow-up calls on cases. If necessary, escalate appropriately as determined by call flow processes.
  • Assist with additional projects as deemed necessary to achieve and produce a high-quality support solution
  • Be aware of, and comply with, all corporate policies


Education, Experience & Training required:

  • Four–year degree or equivalent work experience, preferably with an emphasis in business, customer service, and/or computer technology.
  • Strong computer skills and general technical aptitude.
  • Ability to work in a fast-paced environment, handling multiple priorities.
  • Proficiency with Microsoft Application Software (i.e. Word, Excel, etc.)
  • Must be goal-oriented
  • Excellent written and verbal communication skills.
  • Ability to think calmly and rationally under pressure.
  • Ability to set priorities, meet deadlines, and work independently or with a team.
  • Must be able to maintain confidentiality.
  • Ability to pass a background check.


Job Specific Specialized Knowledge & Skills:

  • Job requires working on a personal computer an average of 7.5 hours per day.
  • Job requires frequent communication via telephone and e-mail.
  • Must work overtime as needed to meet critical business objectives.
  • Flexibility in job schedule to accommodate a 24/7/365 support desk.
  • Maintain working knowledge of Concur products, including new releases and products
  • Maintain accurate, high quality and timely documentation of case notes in order to resolve client issues and questions


Critical Performance Competencies:

  • Accountability
  • Interpersonal
  • Decisiveness/Judgment
  • Communication and Influence
  • Teamwork
  • Stress Management
  • Analytical Skills
  • Adaptability/Flexibility
  • Process Management/Quality
  • Motivation


Valued Competencies:

  • Displays passion for & responsibility to the customer
  • Hires, develops & rewards great people
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity

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 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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
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