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Concur Support Engineer

2 months ago

Makati City, National Capital Region, Philippines SAP Full time

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Job Description

SUPPORT ENGINEER

Job Overview

SAP Concur Support Engineers are responsible for supporting customers experiencing issues with the SAP Concur product. Support Engineers use a combination of knowledge-centered service (KCS), technical and product expertise, and collaboration with internal teams to help customers resolve their issues.

Responsibilities

  • Speak with customers and complete casework and/or provide chat/phone support to help resolve customer issues to a satisfactory standard for assigned product areas according to defined processes. If no processes yet defined, consult with Senior Support Engineer, Principal, Product Lead, or direct Manager to resolve.
  • Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
  • Represent the company in a positive manner with timely updates and knowledgeable answers.
  • Mentor or train members of the team as assigned in both soft and hard skills important to their continued success within SAP Concur.
  • Drive implementation of minor projects or initiatives as requested by Product Lead or people manager.

Critical Performance Competencies

  • Fluent in both written and spoken English
  • Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills)
  • Accountability
  • Business acumen
  • Change agility / openness to change
  • Customer focus
  • Innovative thinking
  • Ability to work in a diverse cultural environment

Qualifications, Experience and Education

  • Bachelor's degree IT or Computer Science.
  • Four or more years in call center, help desk, or general customer/client service.
  • Two or more years cloud-based application support.
  • Knowledge in IT-related areas, including troubleshooting, resolution of issues, or programming (SQL, Web Applications, Webservices, HTML, HTTP, Java, JavaScript, JSON, Database, XML, APIs...)
  • Computer science experience strongly preferred.
  • Three or more years of experience writing or using technical process documentation.
  • Two or more years new hire mentoring.
  • Two or more years software troubleshooting experience.
  • Advanced Microsoft Office experience.

What does success look like in this role?

Customer Focus: Motivated to provide excellent customer service using the resources and processes made available (without making promises or setting false expectations). Thinks about the impact of processes or changes to the customer; tailors' tone and approach to meet the needs of the customer in the moment. Communicates transparently about the good, the bad, and the ugly, and in a solution-oriented manner. The customer, and the impact of an issue upon the customer, is always at the forefront of decision making and communication. Demonstrates a passion for customer service and centricity that others notice and wish to emulate.

Performance: Meets or exceeds established Key Performance Indicators (KPIs). Demonstrates the sincere desire to learn and improve. When receiving difficult feedback, demonstrates the capacity to hear, consider, and when appropriate, change behavior accordingly. If asked to mentor others, he or she treats this critical task as an opportunity for both themselves and the mentee to gain valuable insight and understanding. When unsure how best to mentor, will seek expertise or advice from more senior team members or additional training. Sees own actions and behaviors as an example that more junior individual contributor will imitate and takes accountability for the example that he or she sets.

Troubleshooting: Resolves issues capably, with occasional requests to more senior individual contributors, mentor(s), or Product Lead for assistance. Understands how to navigate and use the CRM for casework. Demonstrates efficiency in resolving issues, adding few if any unnecessary or redundant steps. Willing and able to call customers when doing so will save time or customer effort or will lead to increased likelihood of a first contact resolution. Shares learned efficiencies with others. Raises opportunities to improve the issue resolution experience for employees and customers to the notice of his or her Product Lead or direct manager.

​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:

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