SAP Associate Solution Support Engineer 

Czechia, Prague, Prague 

503767652

What is this Job about in short?

As a “Support Associate – SAP Concur”, you will work directly with Customers to solve their issues and allow to use SAP Concur as expected, in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Technical Support processes. Your key focus will be our Customer’s satisfaction and Customer Centric mindset. If you are curios and have a knack for digging into problems, this role may be a great fit for you. Support Associates resolve customer issues on multiple fronts. The support is often consultative and addresses basic to complex service-related issues in financial management and corporate spend control.

If you’re passionate about success and results driven, this job might be for you. SAP Concur’s key expectations should be fulfilled through the delivery of tasks below:

–Commit to the success of customers, partners, colleagues, and SAP Concur

• Achieve excellent level of customer satisfaction
• Ensure achievement of your own and Teams’ KPIs

- Keep your word by executing on commitments made to ourselves and others.

• Will be given an introductory training program to learn the platform: shadow colleagues and peers, get familiar with job-specific terminology, documentation and processes
• Work independently and apply effective problem-solving skills

• Take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established timeline
• Troubleshoot cases by using Knowledge Base Articles, technical documentation or verifying the configuration
• Become comfortable collaborating with internal teams to escalate and route customer issues and requests for prompt resolution
• Stay current with Concur’s innovation and application enhancements: attend training sessions and webinars for new product features and product offerings to then relay to the customer, as applicable. Identify patterns and their solutions with incoming customer incidents
• Share and document knowledge through creation of Knowledge Base articles

• portal,phone and email: drive Customer interactions trough different real time channels.
• Demonstrate initiative to be a self-starter, keeping up to date on product additions and changes: Be a go-getter and take initiative while coming up with new ideas and ways to improve processes.
• Provide excellent : Communicate and collaborate with peers, customers and upper management.
• Build and act upon your development plans, regularly reviewed with your Manager

• Improve according to feedback and adjust based on lessons learnt

- We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect.

• Handle any personnel conflicts with maturity and fairness

So how do you know if you’re ready to apply for this role? Surely a “Yes” if,

• You are able to assess, plan and troubleshoot while collecting information about the customer issue
• You have proficient English skills
• You want new challenges every morning
• You enjoy delivering a great customer experience and interacting with customers and colleagues all over the world?

• you do want to make an impact on SAP Concur’s success in a highly competitive environment
• You are able to gain a basic understanding of Structured Query Language (SQL).
• You can maintain working knowledge of products through new releases and team meetings.
• You are able to work some weekends, based on business needs.

We need you to drive SAP Technical Support transformation if,

• You are definitely a Team player
• You commit to drive best in class service by acting according to Technical Support methodologies and best practices
• You are a - always looking to do things better (both personally, as part of a team and for the company).
• You are comfortable collaborating with internal teams to escalate and route customer issues and requests for prompt resolution.
• You are capable of prioritizing effectively for Customers ‘satisfaction sake.

In short, your key attributes to embrace successful attitude should be,

1. Those key words drive your day2day effort:

• Execution mindset
• Act with high emotional intelligence and empathy to our external customers

• Easy change adopter

1. Your Work experience includes:

• 0-2 years in similar experience or talented fresh starter
• Attraction for technical solutions and working directly with customers
• Experienced or attracted by working in a strong multicultural environment

• Fluent English speaking/writing
• Fluent French/German as a plus
• Travel industry knowledge is preferred but not required

1. Your Education is or equals to:

• University degree or College diploma program in Computer Science, Business and Technology, or related areas.  Equivalent professional experience will be considered

• Experience working in Enterprise PC/MAC Lan/VPN environments

What you will get from us,

• Trust, Empathy and Kindness, coming with transparency and “tell it like it is” behavior,
• We will help your integration into a highly collaborative, engaged, and efficient organization whereall differences and mindsets are welcome

• We will recognizehard work, commitment, and positive attitudeas drivers to Success,
• We will create conditions for a“Good to Great” careerand personal growing experience,
• We are one team! Successes and failures belong to all of us. Feel free to develop yourentrepreneurial mindsetto become anactive member of TS Transformation

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EOE AA M/F/Vet/Disability:

Requisition ID: 399079 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.