Support Engineer in Eden Prairie, MN

SAP America   •  

Eden Prairie, MN 55344

Industry: Enterprise Technology

  •  

Less than 5 years

Posted 56 days ago

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.

Job Overview

Will act primarily as first point of contact for Administrators of Concur applications. Support is done via telephone, chat and Support Portal; superior written communication is also essential. Support includes site navigation and system troubleshooting for a wide range of application features including: invoice, travel, expense, technical connectivity, payment engine, and customized configuration inquires. Interfacing with other SAP Concur teams to ensure world-class service is essential. Engineer will provide complete satisfaction for all customer interactions and will assist management in quality assurance process. Position will also act as support for management on a variety of projects, including reporting, training, mentoring, and coaching. This role is expected to be self-motivated, proactive and demonstrate a passion for continuous learning and innovation.

Responsibilities

  • Display superior customer service when providing inbound and outbound (phone, email, web form, chat, 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.

Qualifications, Experience and Education

  • Bachelor's degree or equivalent with an emphasis in Business Administration, Computer Science, or Informatics is preferred.
  • 2 or more years of customer service experience.
  • 2 or more 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, CT&E is preferred.
  • 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.
  • Job requires frequent communication via telephone, e-mail and chat.
  • Job requires schedule flexibility to meet evolving business needs.

Critical Performance Competencies

Accountability, Quality Focus, Results-Driven, Change Agility, Communication, Teamwork & Collaboration, Conflict Management, Analytical Skills, Intercultural Sensitivity, Support Processes, Time Management, IT Principles & Data Security, Self-Development, Mentoring, Coaching

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.


Valid Through: 2019-11-12