Customer Support Specialist (Remote)


Reston, VA, USA Remote

Full time

Customer Services/Support + Customer Success

Sep 5

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The SAP Concur Government Support team provides end user and administrative support to customers of the Concur Cloud for Public Sector data center. To meet security requirements for access to the data center, this team is comprised of U.S. Citizens on U.S. soil only. The operation will be 24/7/365 with assigned day, swing and night shifts with traditional and non-traditional work weeks. This job posting is specific to the Swing hours with a non-traditional work week; Thursday – Monday, 3:00pm – 12:00am ET (Eastern Time). The work week and hours are subject to change based on business needs and the timing of the organization’s move to a 24/7/365 operation.

The Customer Support Specialist will provide first-level end user resolution to customer inquiries escalated through all access channels. The support is often consultative and addresses basic to intermediate service-related matters. The Customer Support Specialist will perform a wide range of subject matter expertise in the area of SAP Concur cloud-based products and solutions, primarily Concur Travel and Expense and ConcurGov.

This position will be considered for remote hire and the candidate will be required to meet remote office conditions including (but not limited) to dedicated workspace and hardline internet connection.  




  • Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines. 
  • When appropriate provide consultative guidance to customers towards the resolution to their service issue.
  • Communicating issues with internal groups to resolve urgent or escalated issues when needed.
  • Evaluating incoming, existing tasks, and routing them to the appropriate team.
  • Utilize various methods of retrieving logs and locating logs manually if needed.
  • Effectively manage expectations that are set with customers.
  • Plan and prioritize day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
  • Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve client issues/questions.
  • Escalate unresolved client issues as necessary to ensure timely resolution.
  • Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve escalations.
  • Routinely update the client, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status.
  • Interface with other SAP Concur departments as necessary to resolve customer issues.
  • Maintain working knowledge of products including new releases and new products.
  • Be aware of and comply with all corporate policies.
  • Be able to be on-call during some holidays and some weekends for emergency issues.
  • Serve as a first level of escalation and work directly with clients on escalated cases and concerns.


Education, Experience & Training required:

  • Degree in a technical field or equivalent experience (Bachelor’s degree preferred) 
  • Familiarity with customer service and support for software or other information technology products.
  • One or more years of troubleshooting software/hardware issues.
  • One or more years in a role interfacing with customers
  • Travel industry knowledge is preferred but not required.
  • Ability to pass a background check.
  • Must be able to obtain the customers’ required Public Trust security clearance.


Job Specific Knowledge and Specialized Skills:

  • Excellent analytical, written, and verbal communication skills, including persuasion and documentation skills.
  • Ability to think logically.
  • Ability to plan and to prioritize.
  • Ability to deliver results and meet SLAs (Service Level Agreements) in a fast-paced environment.
  • High personal standard of Customer Service
  • Proficient with Microsoft Windows OS (Operating System), basic security and its built-in applications.
  • 1 or more years of experience in working in enterprise PC LAN/VPN environments
  • Experience in utilizing a CRM system to track and resolve issues.
  • Travel industry knowledge and global distribution system experience a plus

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