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Senior Travel Application Support Specialist
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Elevate Your Career
At SAP, we are committed to empowering over four hundred thousand customers globally to enhance collaboration and leverage business insights effectively. Known for our pioneering role in enterprise resource planning (ERP) software, SAP has transformed into a leader in comprehensive business application software and associated services, including 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 collaborative team environment and prioritizing personal growth. Our mission is to connect industries, individuals, and platforms, ensuring that every challenge is met with a fitting solution. Join us at SAP and unlock your potential.
TripIt, a product of SAP Concur, is designed to streamline travel organization for users, minimizing stress and enhancing travel experiences. Our goal is to simplify every journey for frequent travelers.
Our team, based in a vibrant city, is characterized by dynamism, passion, and diversity. We blend the advantages of a close-knit team culture with the resources, infrastructure, and connections of the world's leading enterprise application software provider and cloud solutions innovator. 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 professional to join our ranks as a Senior Customer Support Specialist. In this pivotal role, you will be a key contributor and leader within our customer support team, ensuring that our users enjoy a positive experience and receive timely assistance for any inquiries or challenges they may face.
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 effectively assist users 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 product and development teams to enhance 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 seamless and positive user experience. Mentor junior support agents to enhance their skills and foster a culture of continuous improvement and excellence.Required Qualifications:
Customer Orientation: A genuine enthusiasm for assisting customers and delivering exceptional service. Communication Proficiency: Strong written and verbal communication skills, capable of conveying technical information clearly. Problem-Solving Aptitude: Outstanding problem-solving abilities and the capacity to manage complex technical challenges. Collaborative Spirit: Ability to work effectively 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 Proficiency: Familiarity with support tools and platforms, with a proactive approach to embracing new technologies. Competent in using and understanding complex internal and external digital tools and applications.Preferred Qualifications:
Previous experience in a technical support or end-user support role is advantageous. Knowledge of travel management tools or platforms is a plus. Bachelor's degree or equivalent professional experience. If you are passionate about travel and customer service and thrive in a dynamic environment, we welcome you to explore opportunities with us at TripIt. Together, we can transform travel organization into a seamless and enjoyable experience for millions of users worldwide.
Elevate Your Career
At SAP, we are committed to empowering over four hundred thousand customers globally to enhance collaboration and leverage business insights effectively. Known for our pioneering role in enterprise resource planning (ERP) software, SAP has transformed into a leader in comprehensive business application software and associated services, including 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 collaborative team environment and prioritizing personal growth. Our mission is to connect industries, individuals, and platforms, ensuring that every challenge is met with a fitting solution. Join us at SAP and unlock your potential.
