Customer Support Specialist -Night Shift (Thursday to Monday) - Fully Remote

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Clustomer Support Specialist  [NIGHT Shift; Thur-Mon], Federal Government

Position Description: 
The SAP Concur Government Support team provides end user and administrative support to customers of the Concur Cloud for Public Sector data center.  To meet security requirements for access to the data center, this team is comprised of U.S. Citizens on U.S. soil only.  The operation will be 24/7/365 with assigned day, swing and night shifts with traditional and non-traditional work weeks.  This job posting is specific to the night shift hours with a non-traditional work week; Thursday – Monday, 11:00pm – 8:00am ET (Eastern Time). The work week and hours are subject to change based on business needs and the timing of the organization’s move to a 24/7/365 operation.

The Client Support Analyst I will provide first-level end user resolution to customer inquiries escalated through all access channels.  The support is often consultative and addresses basic to intermediate service-related matters. The Client Support Analyst I perform a wide range of subject matter expertise in the area of SAP Concur cloud-based products and solutions, primarily Concur Travel and Expense and ConcurGov.

This position will be considered for remote hire and the candidate will be required to meet remote office conditions. 

Responsibilities:

• Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines. 

• When appropriate provide consultative guidance to customers towards the resolution to their service issue.

• Communicating issues with internal groups to resolve urgent or escalated issues when needed.

• Evaluating incoming, existing tasks, and routing them to the appropriate team.

• Utilize various methods of retrieving logs and locating logs manually if needed.

• Effectively manage expectations that are set with customers.

• 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.

• Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve client issues/questions.

• Escalate unresolved client issues as necessary to ensure timely resolution.

• Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve escalations.

• Routinely update the client, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status.

• Interface with other SAP Concur departments as necessary to resolve customer issues.

• Maintain working knowledge of products including new releases and new products.

• Be aware of and comply with all corporate policies.

• Be able to be on-call during some holidays and some weekends for emergency issues.

• Serve as a first level of escalation and work directly with clients on escalated cases and concerns.

Education, Experience & Training required:

• Degree in a technical field or equivalent experience (Bachelor’s degree preferred) 

• Familiarity with customer service and support for software or other information technology products.

• One or more years of troubleshooting software/hardware issues.

• One or more years in a role interfacing with customers

• Travel industry knowledge is preferred but not required.

• Must be able to obtain the customers’ required Public Trust security clearance.

Job Specific Knowledge and Specialized Skills:

• Excellent analytical, written, and verbal communication skills, including persuasion and documentation skills.

• Ability to think logically.

• Ability to plan and to prioritize.

• Ability to deliver results and meet SLAs (Service Level Agreements) in a fast-paced environment.

• High personal standard of Customer Service

• Proficient with Microsoft Windows OS (Operating System), basic security and its built-in applications.

• 1 or more years of experience in working in enterprise PC LAN/VPN environments

• Experience in utilizing a CRM system to track and resolve issues.

• Travel industry knowledge and global distribution system experience a plus

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.
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EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 43,700 - 96,700 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.