SAP Technical Support - Concur 

China, Liaoning 

376485128

Job Overview:

The Technical Support

Responsibilities:

• Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal).
• Present the company in a positive and fair manner with timely updates and knowledgeable answers.
• While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP.
• Support customers with functional questions displaying exceptional customer service, knowledge and oral/written communication skills.
• Responsible for follow-up activities with external customers regarding quality concerns.
• Document transactions in CRM system.
• Create content for knowledge base systems.
• Diagnose and anticipate current and future customer learning needs and provide assistance with both.
• Obtain detailed and accurate information relating to the business impact of customer’s issues utilizing effective questioning/troubleshooting techniques.
• Be aware of and comply with all corporate policies.
• Be able to be on-call during some holidays and some weekends for emergency issues.

Qualifications

Education, Experience & Training required:

• Ability to work within structured time frames that provide limited flexibility
• Creative problem solving for customers
• High EQ to handle difficult customer situations
• Ability to prepare complete and accurate process/knowledge documents
• Associates or Bachelor’s Degree Preferred
• Intermediate Microsoft Office, Word, Presentation and Reporting Skills

Job Specific Specialized Knowledge & Skills:

• Excellent analytical, written and verbal English including persuasion and documentation skills.
• Either Korean or Japanese is prefer.
• Ability to think logically.
• Ability to plan and to prioritize .
• Ability to deliver results and meet SLAs in a fast-paced environment.
• Familiar with Windows OS, basic security and its built-in applications.
• Experience in utilizing a CRM system to track and resolve issues

Working environment (where major activities are carried out):

• Indoors in an office

Working hours:

• 40+ hours per week

• Flexibility as to the specific working hours may be required or available.

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EOE AA M/F/Vet/Disability:

Requisition ID: 417798 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.