SAP SAP Concur- Customer Support Analyst (Bilingual: English/French) Job in Eden Prairie, Minnesota

Requisition ID: 207633

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.

*This is NOT a remote role. Candidates will be required to be in the Eden Prairie, MN office*

Ideal candidate will be fluent in French

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. Analyst 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.

Who are we?

  • According to Glassdoor.com, Concur is rated one of the top 25 Places to Work in North America

  • As a part of SAP, SAP Concur imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. Founded in 1993, Concur services are used by 30,000 clients representing 27 million users in more than 150 countries.

  • Your career at SAP Concur is what you make of it. You can forge your own path, work in different offices, switch business units or solve a problem that no one has before. We’re inspired by change and by each other which is a major contributing factor to how we have retained the innovative culture that has created a market leading team of 6000 colleagues.

  • To launch your career with an organization whose products have a real positive impact on people’s lives, apply today and see where your journey takes you. #LifeatConcur #WorkatConcur

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 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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