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SAP SAP Concur - Solution Support Engineer Night Shift 
Philippines, Makati 
633283314

11.07.2024

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

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

Qualifications, Experience and Education

  • Bachelor’s degree or equivalent experience.
  • Three or more years in call center, help desk, or general customer/client service.
  • Two or more years cloud-based application support.
  • Computer science experience strongly preferred.
  • Three or more years of experience writing or using technical process documentation.
  • Two or more years new hire mentoring.
  • Three or more years software troubleshooting experience.
  • A+ Certification (or equivalent).
  • Advanced Microsoft Office experience.
  • Knowledge of FTP, CRMs (e.g., Salesforce), GDS, SQL, Concur Travel & Expense preferred.
  • Fluent in both written and spoken English as well as fluency in at least one other language (e.g. French, German, Spanish).

CRM cases

  • Experience with SQL.
  • Fluent in both written and spoken English.