SAP Solution Support Engineer - Technical Concur 

Brazil, Pará, Itaituba 

418228492

• Bachelor’s or associate degree completed or in course, preferably in technology or business related areas;
• Fluency in English;
• Intermediary Spanish;
• Technical Support and/or customer facing experience;
• Flexibility to work during some holidays and/or weekends based on business need.

• Knowledge and experience in SQL, Security & Vulnerabilities incidents, Web Applications, Webservices, HTML, HTTP, Java, JavaScript, JSON, Data Bases, XML, API;

• Provide solutions to technical and functional issues, through a CRM tool and via live calls, impacting customers’ business processes, operations and/or their ability to utilize SAP Concur, which may include:
  • Troubleshoot systems to offer solutions within established timelines.
  • Analyze error logs, system configuration and investigate the root cause analysis of reported incidents.
  • Testing and reproduction of errors.
  • Report errors and potential product malfunction issues to development organizations and collaborating with other areas to prioritize fixes and validate solutions.
• Constantly empathize with our customers, calling them whenever necessary and effectively managing their expectations.
• Provide excellent analytical, written and verbal communication skills to engage and collaborate with, customers, peers, other teams and upper management.
• Provide ongoing and timely communication with customers, ensuring schedule availability for customer calls.
• Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service.
• Demonstrate logical thinking for solving a wide range of issues with different levels of complexity.
• Be adaptable and demonstrate change agility to handle both daily tasks or more complex and impactful organizational changes.
• Be accountable and self-driven for the assigned tasks and for the personal development, asking for help when needed and being mindful of continuous learning opportunities.
• Participate in global projects around support processes.
• Ensure availability for broader and/or larger high priority events acting as a technical resource with other departments.
• Be a team player that is both eager to learn and to share knowledge.
• Take ownership of situations and seek for continuous improvement, by documenting solutions and collaborating internally to achieve product and process improvement.
• Build, maintain and expand knowledge of designated product area through trainings, self-learning, and on-the-job experience.
• Familiarize yourself and act in accordance with SAP Support Strategy and Culture.

• Drive the creation and improvement of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., Knowledge Base Articles, delivering training, mentoring).
• Support and participate in innovation projects aimed at achieving our Vision and Goals.
• Adopt new processes and use the resources available, always providing feedback and suggestions for improvement.
• Engage and explore additional opportunities and tasks to develop non-technical skills.
• Maintains and follows personal development plan by leveraging formal training and knowledge plans including adherence to Key Performance Indicators (KPIs).
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.

• Possess experience about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
• Previous experience in customer Support, Consulting, Software Development, Quality Assurance or other IT related area.
• Ability to effectively handle difficult and challenging customer interactions.
• Ability to manage multiple tasks and projects with changing priorities.
• Outstanding communication skills, including the ability to speak and write fluently in English is a must.
• Ability to thrive in a fast-paced environment and to work cross-culturally.

Successful candidates might be required to undergo a background verification with an external vendor.

Regular Full Time