Support Engineer SAP Concur

4 weeks ago


Visakhapatnam, India Apexon Full time

This is a demanding position which calls for excellent customer service skills, confidentiality to end users and a good degree of Graduate with 3-4 years of total experience.


Minimum 3 years as experience Expert level:


● Provide technical assistance and support for incoming queries and issues related to product functionality.

● Supporting with product training for new users

● Respond to email messages for customers seeking help

● Responding in a timely manner to service issues and requests

● Ask questions to determine the nature of the problem.

● Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

● Route the ticket to the correct support teams and do a close follow up with the support team till the issue resolution / Ticket closure.

● Sharing knowledge with team colleagues Intermediate level:

● Diagnosing and resolving problems to the customers satisfaction

● Maintain and develop own knowledge and skills to assist with first time fault resolution

● Identify and escalate repeat issues or service risks into product teams for permanent resolution

● Create and develop Knowledge Articles, Support Contacts and review them accordingly

● Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate Knowledge in all or several of the following:

● Technical knowledge across the HR, Travel and Finance products

● Gsuite and Browsers (IE and Chrome, Edge) support

● knowledge of SAP Concur would be a plus

● Incident support/management via ServiceNow or similar tools,

● Prior support L1/L2 experience in cloud and on-prem environments.


Responsibilities:


● The primary objective of the role is to provide support and guidance using the tool.

● The Support Engineer checks the customer issue themselves as part of their role and if possible close it else raise a ticket/case to the product vendor support teams to investigate and resolve.

● The Support Engineer will be accountable to follow up on these tickets raised with the product support team and get them to closure.

● Providing timely updates to the Client users and ensuring the incidents are given the correct level of priority and attention.

● Support the business stakeholders to extract reports and other technical support



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