3 days old
2018-06-142018-07-14

Technical Consultant Job

SAP
  • Job Code
    182052
Technical Consultant Job

Technical Consultant Job

Date: May 23, 2018

City: Allen, TX, US

Company: SAP

Requisition ID: 182052
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Recruiter Name: Tyler Poe

 

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.

Summary: 

The Technical Consultant I provides resolution to customer issues that are escalated through all access channels.  The support is often consultative and addresses basic to intermediate service related issues. The Technical Consultant I applies subject matter expertise in the area of TMC Services.

 

The Role:

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

·         Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support.

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

·         Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.

·         Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve

·         Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.

·         Routine maintenance, troubleshooting, and development.

·         Proper escalation and routing of customer issues and requests.

o    Communicating issues with IT and PD to resolve urgent or escalated issues when needed.

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

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

·         Effectively manage expectations that are set with customers.

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

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

·         Read and interpret log files and stack traces.

·         Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.

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

·         Maintain working knowledge of TMC 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.

 

Typical Tasks:

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

·         Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training.

·         Monitor and process flows to ensure that client cases are progressing through the workflow.

·         Serve as a mentor to team members on general Support tasks and processes.

·         Review SLA metrics and raise attention to other management teams in Support when the team is failing to meet the SLA guidelines.

·         Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority.

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

·         Perform case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing. 

·         Personnel administration including conducting, performance reviews, coaching, discipline, training, terminations, and potential new hire interviews.

·         Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.

 

 

 

 

Role Requirements:

Education, Experience & Training required:

·         Associates degree in a technical field or equivalent experience (Bachelor’s degree preferred)

·         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.

·         Ability to pass a background check

 

Job Specific/Specialized Knowledge & 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 in a fast-paced environment

·         Familiar with Windows OS, basic security and its built-in applications.

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

·         Experience in utilizing a CRM system to track and resolve issues

 

Critical Performance Competencies:

·         Communication and Influence

·         Coaching

·         Interpersonal

·         Empowerment

·         Adaptability/Flexibility

·         Planning and organizing

·         Stress management

·         Decisiveness/Judgment

·         Accountability

·         Process Management / Quality

 

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:
SAP 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, SAP Concur offers flexibility as to the specific working hours that may be required or available depending on your role.

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.

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