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.
Three 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.