We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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.Apply now!
The SAP IT customer support position resolves customer issues on multiple fronts. People in this role are responsible for supporting customers experiencing issues with the SAP Concur product. A combination of knowledge-centered service (KCS), technical and product expertise, and collaboration with internal teams is needed to help customers to resolve their issues.
Responsibilities
- Provide support to customers through a CRM tool regarding product functionality or
technical issues
- Take ownership and research with customers to fully diagnose issues, develop solutions and respond within established timelines (SLAs).
- Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
- Effectively manage expectations that are set with customers.
- Communicate and collaborate with peers and customers.
- 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.
Critical Performance Competencies
- Accountability
- Business acumen
- Change agility / openness to change
- Customer focus
- “Can do” attitude
- 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 and Experience
- Analytical mindset and willingness to solve technical issues is a must
- Fluent in both written and spoken English
- Excellent customer service skills and communication skills: ability to express thoughts clearly and professionally
- Team player spirit and ability to cope with frequent changes
- Fluency in French or German is a plus
- Travel industry or Technical Support experience is a plus
We build breakthroughs together
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.
We win with inclusion
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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
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: 371438 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.