SAP SAP Concur Support Engineer - APAC/EMEA Shift 

Philippines, Makati 

764259088

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.
  

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