Job Overview

SAP Concur Support Associates are responsible for supporting customers experiencing issues with the SAP Concur product. Support Associates use a combination of knowledge-centered service (KCS), technical and product expertise, and collaboration with internal teams to help customers resolve their issues.

Responsibilities

• Speak with customers and complete casework and/or provide chat/phone support to help resolve customer issues to a satisfactory standard for assigned product areas according to defined processes. If no processes yet defined, consult with Senior Support Engineer, Principal, Product Lead, or direct Manager to resolve.
• Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
• Represent the company in a positive manner with timely updates and knowledgeable answers.
• Mentor or train members of the team as assigned in both soft and hard skills important to their continued success within SAP Concur.
• Drive implementation of minor projects or initiatives as requested by Product Lead or people manager.

Critical Performance Competencies 

• Accountability
• Business acumen
• Change agility / openness to change
• Customer focus
• Innovative thinking
• 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, Experience and Education

• Bachelor’s degree or equivalent experience.
• Fluent in French, Spanish and English.
• 1 - 2 years of experience in call center, help desk, or general customer/client service.
• Cloud-based application support experience.
• Computer science experience is strongly preferred.
• 1 - 2 years of experience writing or using technical process documentation.
• Software troubleshooting experience.
• Advanced Microsoft Office experience.
• CRM cases
• Experience with SQL.