Support Associate, Product Support

**What we offer**
**PURPOSE AND OBJECTIVES**
Do you enjoy delivering a great customer experience and interacting with customers and colleagues all over the world? Do you have a knack for digging into problems and constantly expanding your knowledge? If you answered yes, this role may be a great fit for you The SAP Product Support - Concur Support Associate position resolves customer issues on multiple fronts. The support is often consultative and addresses service-related issues in the area of financial management and corporate spend control.
EXPECTATIONS, COMPETENCIES AND TASKS
- Provide support to customers via live calls and through a CRM tool regarding product functionality or technical issues; troubleshoot systems to offer elegant solutions within established timelines;
- Provide excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management.
- Demonstrate logical thinking for solving a wide range of issues with different levels of complexity;
- Be adaptable and demonstrate change agility to handle both daily tasks or more complex and impactful organizational changes;
- Be accountable and self-driven for the assigned tasks and for the personal development, asking for help when needed and being mindful of continuous learning opportunities;
- Constantly empathize with our customers and call them whenever necessary;
- Effectively manage expectations that are set with customers;
- Be a team player that is both eager to learn and to share knowledge;
- Take ownership of situations and seek for continuous improvement, by documenting solutions and collaborating internally to achieve product and process improvement.
**REQUIREMENTS**:
- Bachelor's or Associates degree completed or in course, preferably in business or technoly related areas;
- Fluency in English;
- Flexibility to work during some holidays and some weekends based on business need.
NICE TO HAVE
- Knowledge in IT related areas, including troubleshooting, resolution of issues or programming (Web Applications, Webservices, HTML, HTTP, Java, JavaScript, JSON, Data Bases, SQL, XML, APIs);
- Familiarity with Customer Service and Support for software or other Information Technology products;
- Spanish
- Travel industry knowledge
**OUR PLEDGE TO FLEX WORK**
At SAP, we value a flexible work which allows every employee to run at their personal best. This is why, today, we pledge to flex - providing an approach that can fit every role, style, and location while continuing to meet our business and customer needs. With this pledge, we will provide:
- An inclusive environment in which people have options of work models: work from home, at the office, or hybrid*, based on what fits best employee preferences and business requirements - employees discuss with their managers the possibilities and align together the best work setup.
- Flexible work schedules, so employees can adapt their personal needs with rheir professional activities in a productive and satisfatory way.
**We are SAP**
**Our inclusion promise**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time |

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