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SAP Concur - Call Center Support Engineer, Bellevue

Company: SAP
Location: Bellevue
Posted on: May 6, 2021

Job Description:

Requisition ID: 284998Work Area: Consulting and Professional ServicesExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCOMPANY DESCRIPTIONSAP 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 values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives. Job Overview This position will primarily act as a first point of contact for the support needs of Administrators of Concur applications. As a Call Center Support Engineer, 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. The Call Center Support Engineer will have exposure to 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.Must be fluent in English and possess superior written and verbal communication skills via telephone, email and chat applications.Additional language fluency, specifically in French or Spanish, is highly desireable. 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. 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.Ability to adhere to set scheduled working hours, set to meet business needs and ensure coverage for all contact channels (for example: telephone, email, chat).Ability to work in-office post Covid-19, typically 4 in-office working days with 1 optional flex day to work remotely 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 Demonstrates Our Services Principles and Winning Behaviors#PutCustomersFirst, #OwnTheSolution, #BeTransparent, #TakeTheInitiative Who are we? According to Glassdoor.com, Concur is rated one of the top 25 Places to Work in North America: ,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 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 APJ:, EMEA:).Successful candidates might be required to undergo a background verification with an external vendor.Additional Locations:

Keywords: SAP, Bellevue , SAP Concur - Call Center Support Engineer, Bellevue, Professions , Bellevue, Washington

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