2 days old
2018-06-212018-07-21

Customer Support Associate Job

SAP
  • Job Code
    180103
Customer Support Associate Job

Customer Support Associate Job

Date: Jun 1, 2018

City: Eden Prairie, MN, US

Company: SAP

Requisition ID: 180103
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T1
Recruiter Name: Gene Currie

 

COMPANY DESCRIPTION

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 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.

Concur, a part of SAP, 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. 

 

 

 

For the clients of our cloud-based software, you will be the face of Concur. You will develop a thorough understanding of our Travel, Expense, and Invoice solutions and be able to explain complex policies and configurations in simple and understandable terms. You will work directly with our end users to resolve first-level support questions and issues via phone, chat, and email. You will also need to use your ability to think analytically to determine the best course of action to resolve user issues and respond to inquiries, or refer them to the proper support channels all while ensuring unparalleled customer service.

 

Position Requirements 

 

 

 

Responsibilities: 

 

 

 

• Provide quality first-tier support, acting as a first point of contact for end users with questions regarding: expense report creation, reimbursement inquiries, travel bookings, and invoice submission.

 

• Utilize tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.

 

• Document pertinent details of inquiry and take timely action including follow-up calls on cases. If necessary, escalate appropriately as determined by call flow processes.

 

• Assist with additional projects as deemed necessary to achieve and produce a high-quality support solution

 

• Be aware of, and comply with, all corporate policies

 

 

 

Education, Experience & Training required: 

 

 

 

• Four–year degree or equivalent work experience, preferably with an emphasis in business, customer service, and/or computer technology.

 

• Strong computer skills and general technical aptitude.

 

• Ability to work in a fast-paced environment, handling multiple priorities.

 

• Proficiency with Microsoft Application Software (i.e. Word, Excel, etc.)

 

• Must be goal-oriented

 

• Excellent written and verbal communication skills.

 

• Ability to think calmly and rationally under pressure.

 

• Ability to set priorities, meet deadlines, and work independently or with a team.

 

• Must be able to maintain confidentiality.

 

• Ability to pass a background check.

 

 

 

Job Specific Specialized Knowledge & Skills: 

 

 

 

• Job requires working on a personal computer an average of 7.5 hours per day.

 

• Job requires frequent communication via telephone and e-mail.

 

• Must work overtime as needed to meet critical business objectives.

 

• Flexibility in job schedule to accommodate a 24/7/365 support desk.

 

• Maintain working knowledge of Concur products, including new releases and products

 

• Maintain accurate, high quality and timely documentation of case notes in order to resolve client issues and questions

 

 

 

Critical Performance Competencies: 

 

 

 

• Accountability

 

• Interpersonal

 

• Decisiveness/Judgment

 

• Communication and Influence

 

• Teamwork

 

• Stress Management

 

• Analytical Skills

 

• Adaptability/Flexibility

 

• Process Management/Quality

 

• Motivation

 

 

 

Valued 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:

 

 

 

Concur is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team. 

 

 

 

Concur is a dynamic, growing and fast-paced organization.  As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines.  This typically requires working a 40+ hour work week to accomplish performance objectives.  With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role. 

 

 

 

Concur is a SaaS company.  Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business.  The ability to creatively problem solve to our core value of ‘Leadership through innovation in everything we do’.   Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur. 

 

 

 

Confidentiality and our core value ‘Personal and corporate integrity’ are critical components being that Concur is a publicly traded company and working towards building a great, enduring company. 

 

 

 

E-Verify:

 

 

 

Concur participates in E-Verify to confirm work authorization. 

 

 

 

 

 

IND123

 

*LI-CR1 

 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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 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 (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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.

Additional Locations :

Categories

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Customer Support Associate Job

SAP

Share this job

Customer Support Associate Job

SAP

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast