SAP Concur
26d ago

Requisition ID : 191395

Work Area : Customer Service and Support

Expected Travel : 0 - 10%

Career Status : Professional

Employment Type : Regular Full Time


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.

Job Overview : The Client Support Analyst I provides resolutions to customer issues that are escalated from the call center or logged over the web.

The support is often consultative and addresses intermediate to advanced service related issues.

Responsibilities :

  • Receive client inquiries via Web Portal regarding product functionality or problems; research with the client to fully diagnose the issue then define solutions and respond within established timelines.
  • When appropriate provide consultative guidance to customers towards the resolution to their service issue.
  • Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve
  • Effectively manage expectations that are set with customers.
  • Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues / questions
  • Escalate unresolved client issues as necessary to ensure timely resolution
  • Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status
  • Interface with other Concur departments as necessary to resolve customer issues
  • Maintain working knowledge of Concur products including new releases and new products
  • Be aware of, and comply with all corporate policies
  • Education, Experience & Training required :

  • Two or more years experience troubleshooting software / hardware issues
  • Two or more years in Technical Support role interfacing with customers
  • Ability to pass a background check
  • Job Specific Specialized Knowledge & Skills :

  • 1+ years experience in working in enterprise PC / Mac LAN / VPN environments
  • Knowledgeable of Windows OS, basic security and its built-in applications
  • Experience in utilizing a CRM system to track and resolve issues
  • Strong analytical, written and verbal communication skills
  • Strong time management and prioritization skills
  • Familiarity with SQL is a plus.
  • Familiarity with Cognos is a plus.
  • Bi-lingual skills a plus-fluency in French Canadian and Spanish preferred.
  • Value Competencies :

  • Displays passion for & responsibility to the customer
  • Hires, develops & rewards great people
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity

    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.


    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 : Careers.NorthAmerica or Careers.LatinAmerica sap.

    com, APJ : Careers.APJ, EMEA : Careers

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

    Additional Locations :

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