Senior Product Support Specialist, Tripit

**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.

**Job Overview**: We are seeking a dedicated and customer-centric individual to join our team as a Senior Customer Support Specialist. As a key member and leader 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 Leopaldo, Brazil and requires on-site presence; it is not a remote position.

**Responsibilities**:

- Bug Troubleshooting: Proactively identify, diagnose, and report bugs, collaborating with Product and Engineering teams to expedite fixes and enhancements.
- In-depth Product Knowledge: Develop and maintain an expert understanding of TripIt's features and functionalities to assist users effectively and provide accurate, insightful information. Stay updated on new product developments and ensure the team is informed about changes and enhancements.
- Documentation: Lead in the creation and maintenance of product support documentation, FAQs, and knowledge base articles. Identify gaps in existing documentation and lead initiatives to fill those gaps, enhancing self-service resources for users.
- Feedback Collection: Gather and report user feedback to the product and development teams to help improve the overall user experience. Advocate for user needs and preferences in cross-functional meetings, influencing product development priorities.
- Collaboration: Work closely with other teams, including product, PR, engineering and marketing, to ensure a cohesive and positive user experience. Mentor Tier 1 and 2 support agents for skill enhancement. Lead by example, setting high standards for customer support and encouraging a culture of continuous improvement and excellence.

**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: Exceptional problem-solving skills and the ability to handle complextechnical issues.
- Team Player: Ability to collaborate with cross-functional teams and contribute to a positive work environment. Demonstrated ability to mentor and develop junior team members.
- Adaptability: Comfortable working in a fast-paced and dynamic environment, adapting to changes and challenges.

**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.

**Bring out your best**

**We win with inclusion**

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: 395034 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.