Lead Product Support Specialist, TripIt
3 semanas atrás
Unleash Your Potential
SAP is at the forefront of innovation, empowering over four hundred thousand clients globally to collaborate more effectively and leverage business insights to their advantage. Known for our pioneering role in enterprise resource planning (ERP) software, SAP has transformed into a leading provider of comprehensive business application software and associated services, encompassing database management, analytics, intelligent technologies, and experience management. As a cloud-centric organization with two hundred million users and a workforce exceeding one hundred thousand, we are driven by purpose and focused on the future, fostering a highly collaborative team culture and a commitment to individual growth. Our mission is to connect industries, people, and platforms, ensuring that every challenge is met with the right solution. At SAP, you can truly unleash your potential.
TripIt, a product of SAP Concur, is designed to simplify travel for users, enabling them to stay organized and ahead of their itineraries, thus maximizing their travel experiences. Our goal is to enhance every journey for frequent travelers.
Our team, based in a vibrant location, is dynamic, passionate, and diverse. We offer a unique blend of a close-knit team atmosphere with the resources, infrastructure, and connections of the world's leading enterprise application software provider and a pioneer in cloud solutions. We cherish an open, trusting, and collaborative environment, allowing us to focus on delivering high-quality results efficiently.
Position Overview: We are in search of a dedicated and customer-focused individual to join our ranks as a Senior Customer Support Specialist. In this pivotal role, you will be instrumental in ensuring our users enjoy a positive experience and receive timely assistance for any inquiries or challenges they may face.
This position requires on-site engagement and is not available for remote work.
Key Responsibilities:
Customer Support: Deliver expert-level assistance to TripIt users through various communication channels, ensuring prompt and courteous service. Manage escalated and complex customer inquiries with professionalism and efficiency. Issue Resolution: Proactively identify, diagnose, and report issues, collaborating with Product and Engineering teams to facilitate swift resolutions and enhancements. Product Expertise: Cultivate and maintain an in-depth understanding of TripIt's features and functionalities to assist users effectively and provide accurate, insightful information. Stay informed about new product developments and ensure the team is updated on changes and enhancements. Documentation Leadership: Spearhead the creation and upkeep of product support documentation, FAQs, and knowledge base articles. Identify gaps in existing resources and lead initiatives to enhance self-service options for users. User Feedback: Collect and relay user feedback to the product and development teams to improve the overall user experience. Advocate for user needs and preferences in cross-functional discussions, influencing product development priorities. Team Collaboration: Collaborate closely with other departments, including product, PR, engineering, and marketing, to ensure a cohesive and positive user experience. Mentor junior support agents to enhance their skills and foster a culture of continuous improvement and excellence.Qualifications:
Customer-Centric: A genuine passion for assisting customers and delivering exceptional service. Communication Proficiency: Strong written and verbal communication skills, with the ability to convey technical information clearly. Problem-Solving Aptitude: Exceptional problem-solving capabilities and the ability to manage complex technical challenges. Collaborative Spirit: Ability to work with cross-functional teams and contribute positively to the work environment. Proven experience in mentoring and developing junior team members. Adaptability: Comfortable navigating a fast-paced and dynamic work environment, adjusting to changes and challenges. Technical Acumen: Familiarity with support tools and platforms, with a proactive approach to adopting new technologies. Proficient in using and understanding complex internal and external digital tools and applications. If you are enthusiastic about travel and customer service and thrive in a dynamic setting, we encourage you to consider joining our team at TripIt. Together, we can transform travel organization into a seamless and enjoyable experience for millions of users worldwide.
Unleash Your Potential
SAP is at the forefront of innovation, empowering over four hundred thousand clients globally to collaborate more effectively and leverage business insights to their advantage. Known for our pioneering role in enterprise resource planning (ERP) software, SAP has transformed into a leading provider of comprehensive business application software and associated services, encompassing database management, analytics, intelligent technologies, and experience management. As a cloud-centric organization with two hundred million users and a workforce exceeding one hundred thousand, we are driven by purpose and focused on the future, fostering a highly collaborative team culture and a commitment to individual growth. Our mission is to connect industries, people, and platforms, ensuring that every challenge is met with the right solution. At SAP, you can truly unleash your potential.
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