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Customer Service and Support

Support Engineer

What we offer

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!

 

 

Job Overview

This position will primarily act as a first point of contact for the support needs of Administrators of Concur applications. In this role, when communicating with our customers, support is facilitated primarily via incoming telephone calls and chat support engagements, so we are looking for candidates with excellent communication and customer service skills. Some work is also distributed through portal cases therefore superior written communication is also essential. Supporting Concur Administrators includes both “how to” questions as well as technical troubleshooting for a wide range of product offering including: invoice, travel, expense, technical connectivity, payment engine, and customized configuration inquires. There are opportunities to interface with other SAP Concur teams from all over the globe to ensure world-class service. Support Engineers strive to consistently provide best-in-class service for all customer interactions as well as assist management in ensuring a high degree of quality assurance. The position also includes chances to act as support for management on a variety of projects, including reporting, training, mentoring, and coaching. We are looking for people that are self-motivated, proactive, and demonstrate a passion for continuous learning and innovation.

 

Responsibilities

 

  • Display superior customer service when providing inbound and outbound (phone, chat, email, web form, community) application/functional support and resolution to customers (external and internal).
  • Present the company in a positive and fair manner with timely updates and knowledgeable answers.
  • While acting as a customer advocate, develop excellent working relationships with cross-functional teams within SAP.
  • Responsible for follow-up activities with external customers regarding quality concerns.
  • Manage or participate in improvement or prevention projects to improve the quality of the customer support organization.
  • Documents inquiry in CRM, adheres to agreed documentation standards.
  • Create content for knowledge base systems.
  • Obtain detailed and accurate information relating to the business impact of customer’s issues utilizing effective questioning/troubleshooting techniques.
  • Diagnose and anticipate current and future customer learning needs and provide assistance with both.
  • Training and mentoring of new hires, and current employees.
  • Provides support on projects for management.
  • Assist with high-level customer escalations when needed.

 

Qualifications, Experience and Education

 

  • Bachelor’s degree or equivalent with an emphasis in Business Administration, Computer Science, or Informatics is preferred.
  • 2 or more years of customer service experience.
  • 2 or more years application troubleshooting experience, preferably in multi-channel support environments.
  • Ability to work in a fast-paced environment, handling multiple priorities and demonstrate continual service improvement.
  • Some knowledge of FTP, Salesforce, GDS, SQL and Concur Travel and Expense is preferred.
  • Bilingual in French or Spanish is a plus.
  • Must be a U.S. Citizen.
  • Must be fluent in English and possess superior written and verbal communication skills.
  • Ability to set priorities, meet deadlines and work independently.
  • Ability to work in a diverse cultural environment and be open to change.
  • Ability to maintain confidentiality and pass a background check.

 

Job Specifics

 

  • In-office work environment post Covid-19 (part time in-office working days with the option to work remotely)
  • Job requires frequent communication via telephone, e-mail and chat.
  • Job requires adherence to set schedule to meet business needs and ensure coverage for all contact channels.

 

Critical Performance Competencies

 

Accountability, Quality Focus, Results-Driven, Change Agility, Communication, Teamwork & Collaboration, Conflict Management, Analytical Skills, Intercultural Sensitivity, Support Processes, Time Management, IT Principles & Data Security, Self-Development, Mentoring, Coaching

 

Who are we?

 

According to Glassdoor.com, Concur is rated one of the top 25 Places to Work in North America: https://www.glassdoor.com/Award/Best-Places-to_work-LST_KQ0,19.htm.

 

As a part of SAP, SAP Concur imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. Founded in 1993, Concur services are used by 30,000 clients representing 27 million users in more than 150 countries.

 

Your career at SAP Concur is what you make of it. You can forge your own path, work in different offices, switch business units or solve a problem that no one has before. We’re inspired by change and by each other which is a major contributing factor to how we have retained the innovative culture that has created a market leading team of 6000+ colleagues.

 

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

 

 

 

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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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.

Requisition ID:315869 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Support Engineer

Facility:  315869
Posted Date:  Jan 16, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Bellevue, WA, US, 98004


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: ERP, Engineer, Computer Science, SAP, Database, Technology, Engineering