Product Support Specialist, TripIt

3 semanas atrás

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

Join Our Team as a Customer Support Specialist at TripIt, a SAP Company

SAP innovations empower over four hundred thousand customers globally to collaborate more efficiently and leverage business insights more effectively. Originally recognized for its leadership in enterprise resource planning (ERP) software, SAP has transformed into a frontrunner in comprehensive business application software and associated services encompassing database, analytics, intelligent technologies, and experience management. With a cloud-focused approach, a user base of two hundred million, and a workforce exceeding one hundred thousand employees worldwide, we are driven by purpose and future orientation, fostering a deeply collaborative team culture committed to individual growth. Whether bridging global industries, connecting individuals, or integrating platforms, we ensure that every problem finds the solution it merits. At SAP, your best self emerges.

Located in San Francisco, TripIt, part of SAP Concur, is a consumer travel app designed to streamline travel planning and enhance the travel experience. Our goal is to simplify every journey for frequent travelers.


Job Overview:

  • Customer Assistance: Deliver prompt and friendly support to TripIt users through various channels such as email and social media.
  • Bug Troubleshooting: Identify and relay bugs, collaborating with Product and Engineering teams for resolutions and enhancements.
  • Issue Resolution: Investigate and resolve customer concerns related to TripIt, ensuring high satisfaction levels.
  • Product Knowledge: Gain a comprehensive understanding of TripIt's features to effectively aid users and provide precise information.
  • Documentation: Contribute to generating and updating product support documents, FAQs, and knowledge base materials.
  • Feedback Collection: Collect and share user feedback with product and development teams to enhance the overall user experience.
  • Collaboration: Engage closely with other departments like product, PR, engineering, and marketing to ensure unified and positive user interactions. Mentor Tier 1 support agents for skill development.

Requirements:

  • Customer Focus: Genuine enthusiasm for assisting customers and delivering outstanding service.
  • Communication Skills: Strong written and verbal communication abilities to convey technical details clearly.
  • Problem-Solving: Demonstrated capacity to troubleshoot and solve issues efficiently. Ability to work independently under supervision.
  • Team Player: Collaborative spirit to work with cross-functional teams and cultivate a positive environment.
  • Adaptability: Comfortable in fast-paced settings, adjusting to changes and overcoming challenges.
  • Tech Savvy: Proficient in utilizing internal and external digital tools and applications, including billing systems.

Qualifications:

• Previous experience in technical and/or end-user support preferred.

• Familiarity with travel management tools or platforms is beneficial.

• Bachelor's degree or equivalent work experience.

If you are passionate about travel, dedicated to customer service, and thrive in dynamic environments, we invite you to apply and be part of our team at TripIt. Let's together revolutionize travel organizing for millions of users worldwide.

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