Senior Product Support Specialist, TripIt

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.  

TripIt is SAP Concur’s consumer travel app, which reduces stress for travelers by helping them stay organized and one step ahead, so they can make the most out of all their trips. Our vision is to make every trip easier, for every frequent traveler.

Centered in San Francisco, our team is dynamic, passionate, and diverse. We offer the best of two worlds: a small-team culture and independence, with the backing, infrastructure, and connections of the world’s largest provider of enterprise application software and a leader in cloud solutions. We value an open, trusting, and collaborative culture, allowing all of us to focus on developing efficiently and to the highest of standards.

Job Overview: We are seeking a dedicated and customer-centric individual to join our team as a Senior Customer Support Specialist. As a key member and leader of our customer support team, you will play a crucial role in ensuring our users have a positive experience and receive timely assistance with any inquiries or issues they may encounter.  
This role is based in Sao Leopaldo, Brazil and requires on-site presence; it is not a remote position.

Responsibilities:

• Customer Assistance:  Provide expert-level assistance to TripIt users via various channels, including email and social media, ensuring prompt and friendly support. Handle escalated and complex customer inquiries with professionalism and efficiency.
• Bug Troubleshooting:  Proactively identify, diagnose, and report bugs, collaborating with Product and Engineering teams to expedite fixes and enhancements.
• In-depth Product Knowledge:  Develop and maintain an expert understanding of TripIt's features and functionalities to assist users effectively and provide accurate, insightful information.  Stay updated on new product developments and ensure the team is informed about changes and enhancements.
• Documentation:  Lead in the creation and maintenance of product support documentation, FAQs, and knowledge base articles.  Identify gaps in existing documentation and lead initiatives to fill those gaps, enhancing self-service resources for users.  
• Feedback Collection: Gather and report user feedback to the product and development teams to help improve the overall user experience.  Advocate for user needs and preferences in cross-functional meetings, influencing product development priorities.
• Collaboration: Work closely with other teams, including product, PR, engineering and marketing, to ensure a cohesive and positive user experience.  Mentor Tier 1 and 2 support agents for skill enhancement.  Lead by example, setting high standards for customer support and encouraging a culture of continuous improvement and excellence.

Requirements:

• Customer Focus: A genuine passion for helping customers and providing excellent customer service.
• Communication Skills: Strong written and verbal communication skills with the ability to convey technical information in an understandable manner.
• Problem-Solving:  Exceptional problem-solving skills and the ability to handle complextechnical issues.
• Team Player: Ability to collaborate with cross-functional teams and contribute to a positive work environment.   Demonstrated ability to mentor and develop junior team members.
• Adaptability: Comfortable working in a fast-paced and dynamic environment, adapting to changes and challenges.
• Tech Savvy:   Experience with support tools and platforms, and a proactive approach to adopting new technologies.  Comfortable using and understanding complext internal and external digital tools and applications, including billing systems. 

Qualifications:

• Previous experience in a technical and/or end user support role is preferred.
• Familiarity with travel management tools or platforms is a plus.
• Bachelor's degree or equivalent work experience.

If you are passionate about travel and customer service, and thrive in a dynamic environment, we invite you to apply and join our team at TripIt. Together, let's make travel organizing an effortless and enjoyable experience for millions of users around the world.
 

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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: 395034  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

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