Concur Customer Support Agent

at  SAP

WE HELP THE WORLD RUN BETTER

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

ABOUT THE TEAM

If you want to start your career in one of the fastest growing international companies and join a group of passionate fun people from all over the world - this is a place for you! Are you hungry for knowledge & development? If your answer is yes, then it is you we are looking for.
We are passionate about hiring, developing and rewarding great people. In our team we work in multicultural environment, we reward great people, who are always ready to help each other. The team members engage in ongoing development – personal and professional through continuous trainings. We offer cooperation with diverse people – clients and colleagues.
As Client Support Representative, you will be responding to and resolving straightforward service related and customer issues received via the Client Support web site or via telephone inquiries. In this sense, you will research with the customer to fully diagnose the issue; respond to the customer within established timelines utilizing standardized solutions acting as a first line of relationship management.

WHAT YOU’LL DO

• Research with the customer to fully diagnose the issue; respond to the customer within established timelines utilizing standardized solutions.
• Resolve straight-forward cases immediately; determine resources required to resolve more complex cases.
• Troubleshoot cases and follow appropriate documentation steps to annotate all activities undertaken in order to resolve.
• Escalate unresolved customer issues as necessary to ensure timely resolution
• Routinely update the customer on open cases to gain additional information or advise of status.
• Interface with other SAP Concur departments as necessary to resolve customer issues
• Develop and maintain working knowledge of SAP Concur products including new releases and products

The necessary requirement for this role is fluent English and German, is a plus if you also know French or Italian.

• Experience with troubleshooting software/hardware issues.
• Prioritization, time management, communication with clients and fast learning in a fast-moving environment