SAP Concur: User Support Representative I

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

Job Overview: 

Provides first level support for Concur solutions, which includes assistance with service features and Customer’s specific policies and procedures, along with navigational support. Documents, routes, tracks, escalates and updates customers on status of issues as required.

Responsibilities:

• Provides first tier support, including assistance with service features, Customer’s policy and procedures, and navigational support.
• Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.
• Utilizes tools and systems proficiently to track activity and insure knowledge base integrity and utilization.

• Provides additional duties as deemed necessary to achieve and produce a high quality support solution
• Be aware of, and comply with, all corporate policies.

Qualifications

Education, Experience & Training required:

• Preferred educational and/or career experience to date to have an emphasis in business, customer service and/or computer technology
• Ability to work in a fast-paced environment, handling multiple priorities
• Should have one or more years of customer service experience, preferably in a phone environment. 
• Must possess excellent written and verbal communication skills.
• Ability to communicate with individuals at all levels of an organization.
• Strong one-on-one interpersonal skills.
• Ability to set priorities, meet deadlines and work independently.
• Ability to work in a team environment and be open to change.
• Must be able to maintain confidentiality.
• Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

• Job requires frequent communication via telephone and e-mail.
• Must work overtime as needed to meet critical business objectives.

Critical Performance Competencies:

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

Value 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

EEO:

• Equal Opportunity Employer, M/F/D/V.

Physical and Cognitive or Mental Requirements:
Major job activities – physical requirements:

• Use of computer and keyboard for extended periods of time on most or all workdays
• Use of telephone – throughout the workday as needed to conduct business
• Working under time pressure
• Working rapidly for long periods
• Communicating and interacting with others

Major job activities – mental requirements:

• Multiple concurrent tasks
• Ability to perform under stress
• Reading and comprehension
• Writing
• Problem solving
• Confidentiality
• Customer contact

Working environment (where major activities are carried out):

• Indoors in an office or control room

Working hours:

• 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
• Flexibility as to the specific working hours may be required or available

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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: 409991  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.