SAP Concur - CFE Consultant Job

Job Description

Requisition ID: 224480
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

SAP Concur is the world’s leading provider of on-demand employee spend management services. SAP Concur helps organizations control costs by uniting online travel booking, automating expense claims, and streamlining invoice processing. SAP Concur has a suite of award-winning on-demand services allowing companies to get up and running quickly so they can focus on what’s most important. By automating and optimizing business processes, SAP Concur delivers actionable business intelligence and rapid ROI, helping companies increase efficiency, control employee spend and drive down operational costs. SAP Concur’s Travel, Expense and Invoice solutions are trusted by thousands of companies and reach millions of employees worldwide.

Job Overview

The CFE Consultant/Customer Support Specialist– SAP Concur Expense, receives issues faced by clients for our market leading cloud based travel & expense solutions. The Analyst researches on issues across various resources and provides prompt resolution on these issues, within the SLA Timelines. The support is often consultative and addresses intermediate to advanced service related issues and does not require the analyst to code / program.

In the first 12 months you will deliver:

• Incident Solving. Research & diagnose issues using Knowledge base articles, solved customer cases / incidents, documentation & Wiki etc.
• Troubleshoot product functionality based on the diagnosis from above, document the issue & create an article in case of a new scenario faced, communicate with the customer preferably via phone and provide detailed update on incident in CRM.
• Routinely interface with external clients and internal departments effectively and clearly.
• Escalate unresolved client issues as necessary to ensure timely resolution. If required or requested, get on phone with the client to understand and/ or educate on the issue or resolution.
• Work with internal teams to report bugs to development organization.

Additional Tasks

• Maintain a current and thorough understanding of SAP Concur Expense, related systems and tools by utilizing Product Calls, Release notes, Mentoring sessions and other available avenues.
• Participate in 24 x 7 weekend support activities.Contribute with ideas / feedback on issues to help ‘Support before a case is raised’
• Volunteer for projects, tasks from CSA / PG Leads.

In order to accomplish this you will need to:

• Experience in troubleshooting Cloud product / software / process / tool issues
• Experience with SAP Concur products or similar SAAS / Cloud products is preferred
• Problem Solving & Customer handling experience, preferably in Support environment
• Ability to express thoughts clearly & professionally for fluent customer interaction (English)
• Willingness to take the initiative to contribute beyond your own responsibilities
• Basic understanding IT and cloud business. Display passion for & responsibility to the customer, business & team

What do you need to bring?

• Bachelor's Degree or Master's Degree in Computer Science, Software Engineering, or an Engineering discipline
• 3+ years’ experience in tech support, troubleshooting software or hardware issues
• Use of computer and keyboard for extended periods of time on most or all workdays. Use of telephone – throughout the workday as needed to conduct business
• Schedule flexibility, in form of working under time pressure and / or working continuously in night shift and / or working on the weekends

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: [email protected] or [email protected] , APJ: [email protected] , EMEA: [email protected] ).

Successful candidates might be required to undergo a background verification with an external vendor.

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