Product Support Specialist, Tripit

2 semanas atrás

São Leopoldo, Rio Grande do Sul, Brasil Sap Tempo inteiro

Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.
At SAP, you can bring out your best.

TripIt is SAP Concur's consumer travel app, which reduces stress for travelers by helping them stay organized and one step ahead, so they can make the most out of all their trips.

Our vision is to make every trip easier, for every frequent traveler.
Centered in San Francisco, our team is dynamic, passionate, and diverse.

We offer the best of two worlds:

a small-team culture and independence, with the backing, infrastructure, and connections of the world's largest provider of enterprise application software and a leader in cloud solutions.

We value an open, trusting, and collaborative culture, allowing all of us to focus on developing efficiently and to the highest of standards.


Job Overview:
We are seeking a dedicated and customer-centric individual to join our team as a Customer Support Specialist.

As a key member of our customer support team, you will play a crucial role in ensuring our users have a positive experience and receive timely assistance with any inquiries or issues they may encounter.

This role is based in Sao Leopoldo, Brazil, and requires on-site presence; it is not a remote position.

Responsibilities:

Customer Assistance:
Provide prompt and friendly assistance to TripIt users via various channels, including email and social media

Bug Troubleshooting:
Identify and report bugs, collaborating with Product and Engineering for fixes and enhancements

Issue Resolution:
Troubleshoot and resolve customer issues related to the TripIt, ensuring a high level of customer satisfaction

Product Knowledge:
Develop a deep understanding of TripIt's features and functionalities to effectively assist users and provide accurate information

Documentation:
Contribute to the creation and maintenance of product support documentation, FAQs, and knowledge base articles

Feedback Collection:
Gather and report user feedback to the product and development teams to help improve the overall user experience

Collaboration:

Work closely with other teams, including product, PR, engineering and marketing, to ensure a cohesive and positive user experience.

Mentor Tier 1 support agents for skill enhancement.

Requirements:

Customer Focus:
A genuine passion for helping customers and providing excellent customer service

Communication Skills:
Strong written and verbal communication skills with the ability to convey technical information in an understandable manner

Problem-Solving:
Proven ability to troubleshoot and solve problems efficiently and effectively.
Work independently, researching and presenting solutions under close to moderate supervision.

Team Player:
Ability to collaborate with cross-functional teams and contribute to a positive work environment

Adaptability:
Comfortable working in a fast-paced and dynamic environment, adapting to changes and challenges

Tech Savvy:
Comfortable using and understanding complext internal and external digital tools and applications, including billing systems

Qualifications:

  • Previous experience in a technical and/or end user support role is preferred.
  • Familiarity with travel management tools or platforms is a plus.
  • Bachelor's degree or equivalent work experience.

If you are passionate about travel and customer service, and thrive in a dynamic environment, we invite you to apply and join our team at TripIt.

Together, let's make travel organizing an effortless and enjoyable experience for millions of users around the world.? Bring out your best SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.

Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.

As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.
At SAP, you can bring out your best.

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