Solution Support Engineer with French - SAP Concur Prague, Praha

Solution Support Engineer with French - SAP Concur

**We help the world run better**
**We help the world run better**
**Job Overview**
**Responsibilities**- Present the company in a positive and fair manner with timely updates and knowledgeable answers.
- While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP.
- Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
- Mentor or train members of the team as assigned in both soft and hard skills important to their continued success within SAP Concur.
**Critical Performance Competencies**
- Accountability
- Business acumen
- Change agility / openness to change
- Customer focus
- Innovative thinking
- Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills)
- Ability to work in a diverse cultural environment
**Qualifications, Experience and Education**
- Fluency in English and French- Bachelor’s degree or equivalent experience.- Computer science experience strongly preferred, including troubleshooting, resolution of issues, or programming (SQL, Web Applications, Webservices, HTML, HTTP, SAP, JSON, Data Bases, XML, APIs );
- Three or more years of experience writing or using technical process documentation.
- Two or more years new hire mentoring.
- Three or more years software troubleshooting experience
**WHAT WE OFFER**
We work in one of the coolest office in Prague (just try to google „Concur Prague office“and you will see:
- )) - free gym, massages, ping-pong or table football. We enjoy our social events, team buildings or internal ping-pong league. We are also proud to represent SAP Concur in various sport events.
We offer yearly bonus plan, fully subsidized meal vouchers, 25 days holiday, plus 4 extra days off to work at a charity or not-for-profit organization of your choice, 6 sick days, contribution to pension and health insurance, cafeteria system, SAP shares program, referral bonus, different trainings (language courses etc.), flexible work schedule.
**What does success look like in this role?**
**Customer Focus**:Motivated to provide excellent customer service using the resources and processes made available (without making promises or setting false expectations). Thinks about the impact of processes or changes to the customer; tailors tone and approach to meet the needs of the customer in the moment. Communicates transparently about the good, the bad, and the ugly, and in a solution-oriented manner. The customer, and the impact of an issue upon the customer, is always at the forefront of decision making and communication. Demonstrates a passion for customer service and centricity that others notice and wish to emulate.
**Performance**:Meets or exceeds established Key Performance Indicators (KPIs). Demonstrates the sincere desire to learn and improve. When receiving difficult feedback, demonstrates the capacity to hear, consider, and when appropriate, change behavior accordingly. If asked to mentor others, he or she treats this critical task as an opportunity for both themselves and the mentee to gain valuable insight and understanding. When unsure how best to mentor, will seek expertise or advice from more senior team members or additional training. Sees own actions and behaviors as an example that more junior individual contributor will imitate and takes accountability for the example that he or she sets.
**Troubleshooting**: Resolves issues capably, with occasional requests to more senior individual contributors, mentor(s), or Lead for assistance. Understands how to navigate and use the CRM for casework. Demonstrates efficiency in resolving issues, adding few if any unnecessary or redundant steps. Shares learned efficiencies with others. Raises opportunities to improve the issue resolution experience for employees and customers to the notice of his or her Lead or direct manager.
**We build breakthroughs together**
**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: 371481 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Location

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