SAP SAP Concur - Solution Support Engineer Night Shift 

Philippines, Makati 

235433114

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.
• Four 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.
  

Admin Call Center / Chat

• 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.
  

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