Associate Solution Support Engineer
1 month ago
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
What you'll do:
• 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 global 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 cases statuses and escalate issues while maintaining the customer experience.
• Create availability in daily schedule for customer calls.
• 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.
What you bring:
• Bachelor’s degree or equivalent. Preferred Travel & Tourism qualification.
• External customer facing experience.
• TMC experience preferred
• 1 to 3 years of relevant experience in travel management/corporate travel/GDS.
• Ability to express thoughts clearly & professionally for fluent customer interaction (English).
• Display passion for & responsibility to the customer, business & team.
• Research based Learning oriented, analytical mindset for expert problem solving
• Task based, process driven approach to achieving objectives
• Schedule flexibility working on the weekends and working continuously in EMEA Shift 12:30 to 21:30 IST (Subject to change)
• Preferable experience with SAP Concur products or on similar SaaS / Cloud products
Meet your 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 Travel & Expense solution. The Engineer research on issue(s) across various resources, troubleshoots the problems and provides prompt resolution to the customer within the SLA Timelines. The SAP Concur support is often consultative & addresses intermediate to advanced service-related issues.
#SolutionSupportOpsT1
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