SAP Solution Support Engineer 

India, Karnataka, Bengaluru 

608978680

What you’ll do

• 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 America 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 cases statuses and escalate issues while maintaining the customer experience.
• Create availability in daily schedule for customer calls.
• 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.

What you bring

• Bachelor’s degree or equivalent. Preferred Travel & Tourism qualification.
• External customer facing experience.
• TMC experience preferred
• 4 to 7 years of total experience with 3 years relevant experience in travel management/corporate travel/GDS.
• Ability to express thoughts clearly & professionally for fluent customer interaction (English).
• Display passion for & responsibility to the customer, business & team.
• Research based Learning oriented, analytical mindset for expert problem solving
• Task based, process driven approach to achieving objectives
• Schedule flexibility working on the weekends and should be flexible to work on any shift (APAC/EMEA/AMER)
• Preferable experience with SAP Concur products or on similar SaaS / Cloud products.
• Preferable technical know-how on Selenium, Python or any programming language for automation

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