Associate Solution Support Engineer

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 Product Support – Concur.

Product Support - Concur Engineer receives issues faced by customers for our market leading cloud-based expense 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 Concur support 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
• 1 to 3 years of experience in troubleshooting software / hardware / product / process / tool issues
• 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
• 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

To launch your career with an organization whose products have a real positive impact on people’s lives, apply today and see where your journey takes you. #LifeatConcur #WorkatConcur #WeWorkWithAwesome

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected]
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 364848  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.