Associate Solution Support Engineer

3 weeks ago

Bengaluru, India SAP Full time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now

About the Team:

Delight Customers. Always is our leading vision as members of Technical Support, Concur.

Technical Support, Concur engineer receives issues faced by customers for our market leading cloud-based spend solution. The engineer researches on issue(s) across various resources, troubleshoots the problems and provides prompt resolution to the customer within the SLA Timelines. The SAP Technical Support, Concur is often consultative & addresses intermediate to advanced service-related issues.

Roles & Responsibilities:

· Win customer loyalty by creating memorable experiences for customers.

· Responsible to deliver ‘customer-centric service experience’ to our customers during every interaction.

· Develop and maintain strong functional and technical product knowledge.

· Work with our APAC, EMEA or AMER based customers in resolving their queries, issues related to SAP Concur Product.

· Resolve customer issues with transparency and urgency.

· Maintain ownership of the issue, manage client expectations & drive deliverables.

· Provide regular updates on case statuses and escalate issues while maintaining the customer experience.

· Create availability in daily schedule for customer calls.

· Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.

· Participate in (or drive, as requested) minor projects or initiatives.

· Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.

· Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.

· Conduct all external facing communication in a professional manner, and to a high level of customer service.

· Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.

· Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.

Role Requirements:

· Bachelor’s degree or equivalent

· External customer facing experience preferred

· Technical background with understanding of SQL preferred

· 0 to 3 years of experience in troubleshooting software / hardware / product / process / tool issues is preferred

· Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills (English)

· Display passion for & responsibility to the customer, business & team

· Ability to work in a diverse cultural environment and be agile for change

· Research based learning oriented, analytical mindset for expert problem solving

· Task based, process driven approach to achieving objectives

· Schedule flexibility working on the weekdays & weekends
· Ability to communicate in a foreign language is highly preferred

· Preferable experience with SAP Concur products or on similar SaaS / Cloud products

· Preferable experience on Finance & Accounts, knowledge in SQL, Python or any programming language for automation

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