CFE Consultant SAP Concur

Job Description

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 Support Engineer Travel , receives issues faced by customers for our market leading cloud based travel solution. The Engineer researches on issues across various resources , troubleshoots the problem and provides prompt resolution to the customer , within the SLA Timelines. The SAP Concur support is often consultative addresses intermediate to advanced service related issuesIn the first 12 months you will deliver:Train maintain product knowledge ensuring client satisfaction on all issuesGet on phone with the client to understand the issue. Research , diagnose troubleshoot product functionality issues / errors faced by clients , and follow up with documentation within established SLAsRoutinely interface with customers cross functional global teams on product issuesMonitor cases for Very High Urgency status marked by customers and contribute towards quick resolution. Escalate unresolved client issues as necessary to ensure timely resolutionEscalate critical customer issues for P1/ P2 to experts Use knowledge base methodolodgy to document each resolution provided to the customer for the benefit of internal teamsLiaise between customers cross- functional internal teams to ensure timely successful issue resolution. Develop a trusted advisor relationship with key accounts , customer stakeholders and executive sponsorsOwn / monitor incoming ticket queues for workload , critical cases and push them to resolutionMentor Coach team members based on skill sets for continued wholistic success growthDrive participate internal projects for business valueBe aware of , and comply with all corporate policies Responsibilities:Develop and maintain strong functional and technical product knowledgeManage multiple complex , global , multi- phased customer accounts Implemented and transitioned to Support in India MarketQuickly and effectivelyhandle customer escalations and support queries in a timely manner , no matter which support channel they are received inManage client expectations , drive deliverables escalationsConduct all external facing communication in a professional manner , and to a high level of customer serviceProvide regular updates on cases statuses and escalate issues while maintaining the customer experienceMeet / exceed Csat , productivity quality metricsWork effectively with peers , other departments , and management from different time zone to ensure customer needs or queries are handled effectively.In order to accomplish this you will need to:3 to 5 years experience with Travel GDS systems3 to 5 years working with , supporting OBT , Concur knowledge prererred5 years in troubleshooting software / hardware / product / process / tool issuesExperience with Concur products is mandatory experience on similar SAAS / Cloud products is preferredSuccessful experience working directly with customers in troubleshooting resolving issuesTechnical background with understanding of SQL and other technical areas is preferredAbility to express thoughts clearly professionally for fluent customer interaction (English)Bachelor degree or equivalent educationAbility to pass a background checkWHAT YOU GET FROM US SAPS 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. Successful candidates might be required to undergo a background verification with an external vendor.Additional Locations:Job Segment: SAP , ERP , SQL , Database , Technology , Research,

Keyskills :
manageclientexpectations equalemploymentopportunity sapis keyaccounts globalteams knowledgebase workeffectively productknowledge clientsatisfaction professionalmanner customerinteraction backgroundverification it p2 sap sql erp gds sla