SAP Solution Support Engineer 3+ years 

India, Karnataka, Bengaluru 

966910292

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 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.

What you bring

• Bachelor’s degree or equivalent
• External customer facing experience preferred
• Technical background with understanding of SQL preferred

• 3 or more 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 express thought clearly & professionally for fluent customer interaction ( English )
• Display passion for & responsibility to the customer, business & team
• 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
• Preferable experience with SAP Concur products or on similar SaaS / Cloud products
• Schedule flexibility working on the weekends and working in any shifts.
• Preferable experience and knowledge in SQL, Python or any programming language for automation.

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