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Posted: Thursday, February 15, 2018 3:54 AM

Requisition ID:
Work Area: Customer Service and Support
Expected Travel: 0
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Job Title:
Customer Support Analyst II, Cross Product

Job Overview:

Responds to and resolves complex customer reported service issues associated to Concur Travel and Expense integrated products received via the customer support portal. Capacity to network with cross:functional areas of the company in order to facilitate resolution. Ability to manage customer escalations to resolution and mentor team members.

:Maintain a strong passion in solving problems and helping customers
:Conduct research and use troubleshooting capabilities to resolve cases efficiently; determine resources required to resolve more complex cases with minimal supervision
:Consistently provide customer facing updates within established timelines utilizing standardized solutions
:Interface with other Concur departments as necessary to resolve customer issues
:Escalate unresolved customer issues to product leads, leadership or other appropriate channels as necessary to ensure timely resolution
:Provide detailed customer education on intricate production functionality as required
:Maintain and develop working knowledge of Concur functionality including new releases and products
:Offer assistance on available tasks and completing all assignments allocated by leadership
:Assist leadership team on high impact issues affecting customers on specific products or functionality
:Participate in complicated conversations with internal and external customers
:Uphold corporate standards on values, ethics, and professional demeanor
:Skillfully transfer best practices, techniques, and specific product knowledge
:Act as a point of contact when a member of leadership is unavailable
:Assist in answering product group specific emails or escalations as requested
:Adhere to attendance schedule expectations
:Be aware of, and comply with, all corporate policies

Position Requirements:

Education, Experience and Training required:
:Two or more years of experience in a travel and expense support role interfacing with customers
:Strong working knowledge of a GDS
:Fluency in English is a must, French, German and Spanish are a plus
:Recent experience with administering an online booking tool is preferred
:Travel industry knowledge is a plus
:Accounting or finance experience are a plus
:Ability to pass a background check
Job Specific Specialized Knowledge and Skills:
:Experience in utilizing CRM system to track and resolve issues is required
:Able to work under pressure in a fast moving environment under minimal supervision
:Have exceptional time management and prioritization skills
:Exemplary analytical, written and verbal communication skills are required
:Outstanding troubleshooting capabilities

Value Competencies:
:Displays passion for and responsibility to the customer
:Hires, develops and 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 and corporate integrity

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 com


• Location: Minneapolis / St. paul

• Post ID: 29184897 minneapolis is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018