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:

This position will primarily act as a first point of contact for the support needs of Administrators of Concur applications. In this role, when communicating with our customers, support is facilitated primarily via incoming telephone calls and chat support engagements, so we are looking for candidates with excellent communication and customer service skills. Some work is also distributed through portal cases therefore superior written communication is also essential. Supporting Concur Administrators includes both “how to” questions as well as technical troubleshooting for a wide range of product offering including: invoice, travel, expense, technical connectivity, payment engine, and customized configuration inquires. There are opportunities to interface with other SAP Concur teams from all over the globe to ensure world-class service. Support Associates strive to consistently provide best-in-class service for all customer interactions as well as assist management in ensuring a high degree of quality assurance. The position also includes chances to act as support for management on a variety of projects, including reporting, training, mentoring, and coaching. We are looking for people that are self-motivated, proactive, and demonstrate a passion for continuous learning and innovation.

WHAT YOU WILL DO:

POSITION TITLE: Support Engineer

LOCATION: Bellevue, Washington

EXPECTED START DATE: ASAP

EXPECTATIONS:

• Display superior customer service when providing inbound and outbound (phone, chat, email, web form, community) application/functional support and resolution to customers (external and internal).

• Present the company in a positive and fair manner with timely updates and knowledgeable answers.

• While acting as a customer advocate, develop excellent working relationships with cross-functional teams within SAP.

• Responsible for follow-up activities with external customers regarding quality concerns.

• Manage or participate in improvement or prevention projects to improve the quality of the customer support organization.

• Documents inquiry in CRM, adheres to agreed documentation standards.

• Create content for knowledge base systems.

• Obtain detailed and accurate information relating to the business impact of customer’s issues utilizing effective questioning/troubleshooting techniques.

• Diagnose and anticipate current and future customer learning needs and provide assistance with both.

• Training and mentoring of new hires, and current employees.

• Provides support on projects for management.

• Assist with high-level customer escalations when needed.

EDUCATIONAL QUALIFICATIONS/SKILLS AND COMPETENCIES:

• Bachelor’s degree or equivalent with an emphasis in Business Administration, Computer Science, or Informatics is preferred.

• 0-3 years of customer service experience.

• 0-3 years application troubleshooting experience, preferably in multi-channel support environments.

• Ability to work in a fast-paced environment, handling multiple priorities and demonstrate continual service improvement.

• Some knowledge of FTP, Salesforce, GDS, SQL and Concur Travel and Expense is preferred.

• Bilingual in French or Spanish is a plus.

• Must be a U.S. Citizen.

• Must be fluent in English and possess superior written and verbal communication skills.

• Ability to set priorities, meet deadlines and work independently.

• Ability to work in a diverse cultural environment and be open to change.

• Ability to maintain confidentiality and pass a background check.

JOB SPECIFICS

• In-office work environment post Covid-19 (part time in-office working days with the option to work remotely)

• Job requires frequent communication via telephone, e-mail and chat.

• Job requires adherence to set schedule to meet business needs and ensure coverage for all contact channels.

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: Careers@sap.com.

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.

At SAP, we're not just shaping the future, we're creating it with a collaborative spirit, a drive for high performance, and a commitment to continuous learning. SAP's purpose is to help the world run better and improve people's lives with sustainability at the core. Our integrated applications connect all parts of a business into an intelligent suite on a fully digital platform. With the largest cloud portfolio on the market, world-class benefits, and recognition for your individual contributions, we're here to empower you to bring out your best.