SAP Associate Solution Support Engineer- Concur 

India, Karnataka, Bengaluru 

587165145

Roles & Responsibilities:

· Win customer loyalty by creating memorable experiences for customers.

· Responsible to deliver ‘customer-centric service experience’ to our customers during every interaction.

· Develop and maintain strong functional and technical product knowledge.

· Work with our APAC, EMEA or AMER based customers in resolving their queries, issues related to SAP Concur Product.

· Resolve customer issues with transparency and urgency.

· Maintain ownership of the issue, manage client expectations & drive deliverables.

· Provide regular updates on case statuses and escalate issues while maintaining the customer experience.

· Create availability in daily schedule for customer calls.

· Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.

· Participate in (or drive, as requested) minor projects or initiatives.

· Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.

· Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.

· Conduct all external facing communication in a professional manner, and to a high level of customer service.

· Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.

· Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.

Role Requirements:

· Bachelor’s degree or equivalent

· External customer facing experience preferred

· Technical background with understanding of SQL preferred

· 1 to 3 years of experience in troubleshooting software / hardware / product / process / tool issues is preferred

· Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills (English)

· Ability to work in a diverse cultural environment and be agile for change

· Research based learning oriented, analytical mindset for expert problem solving

· Task based, process driven approach to achieving objectives

· Schedule flexibility working on the weekdays & weekends

· Ability to communicate in a foreign language is highly preferred (French/German)

· Preferable experience with SAP Concur products or on similar SaaS / Cloud products

· Preferable experience on Finance & Accounts, knowledge in SQL, Python or any programming language for automation

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