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SAP Concur - Client Support Analyst Job

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Date: May 31, 2019

City: Dresden, SN, DE, 01067

Company: SAP

Requisition ID: 207035
Work Area: Customer Service and Support
Location: Dresden
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 Concur 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.
 
Do you enjoy delivering a great customer experience and interacting with customers and colleagues all over the world? Do you have a knack for digging into problems and constantly expanding your knowledge? If you answered yes, this role may be a great fit for you! The Client Support Analyst I position resolves customer issues on multiple fronts. The support is often consultative and addresses basic to intermediate service-related issues in the area of financial management and corporate spend control.
 
In the first 12 months you will:
  • Participate in an introductory training program to learn the platform: Shadow colleagues and peers, get familiar with job-specific terminology and ask questions.
  • Show excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management.
  • Take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established timelines.
  • Demonstrate initiative to be a self-starter, keeping up to date on product additions and changes: Be a go-getter and take initiative while coming up with new ideas and ways to improve processes.
  • Plan and prioritize day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
  • 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.
  • Receive customer inquiries via access channels such as Salesforce, email and phone.
  • Maintain accurate, high-quality and timely documentation of all steps and activities.
  • Meet Service Level Agreements (SLAs) while providing high-quality service.
  • Have opportunities to work remotely, based on performance.
 
In order to accomplish this, you will need to:
  • Show a passion for assisting customers and communicating in a professional manner: Be the go-to person when communicating and assisting customers with requests through resolution.
  • Possess a strong ability to assimilate new information and accurately convey instructions and ideas over a variety of media.
  • Become comfortable collaborating with internal teams to escalate and route customer issues and requests for prompt resolution.
  • Be team-oriented and eager to continuously learn and expand your knowledge of the platform.
  • Gain a basic understanding of Structured Query Language (SQL).
  • Maintain working knowledge of products through new releases and team meetings.
 
What do you need to bring?
  • An associate degree in a technical field or equivalent experience (Bachelor’s degree preferred)
  • 1+ years of troubleshooting software/hardware issues
  • 1+ years working directly with customers
  • 1+ years of experience working in Enterprise PC/MAC Lan/VPN environments
  • Travel industry knowledge is preferred but not required
  • Business fluency in German and English
 
For this role, we offer a very detailed onboarding program as we are aware that the skills needed for this role are very specific to SAP Concur and are best learned from the individuals that are specialists within the organization already.
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 solved 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 8000 colleagues.
 

 

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

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

 


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