SAP Concur L1/L2 Technical Support Job Description Template
The SAP Concur L1/L2 Technical Support role is integral to providing outstanding technical assistance to our clients. You will handle support tickets, troubleshoot technical issues, and deliver effective solutions to ensure the seamless operation of SAP Concur services.
Responsibilities
- Provide technical support for SAP Concur products via phone, email, and ticketing systems.
- Diagnose and resolve Level 1 and Level 2 technical issues.
- Troubleshoot software and hardware problems related to SAP Concur solutions.
- Document issues, resolutions, and escalate critical problems to higher support levels as needed.
- Assist in the onboarding process for new clients by providing technical guidance.
- Maintain current knowledge of SAP Concur products and updates.
- Collaborate with other support team members to improve service quality.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Previous experience in technical support or customer service roles.
- Familiarity with SAP Concur solutions.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work effectively in a team environment.
Skills
- SAP Concur
- Customer Support
- Technical Troubleshooting
- Problem-Solving
- Ticketing Systems
- Communication
- Analytical Thinking
- Technical Documentation
Frequently Asked Questions
An SAP Concur L1 L2 Technical Support specialist is responsible for providing first and second-level technical assistance to users facing issues with the SAP Concur software. Their duties include troubleshooting technical problems, assisting with software configuration, responding to inquiries, and escalating unresolved issues to higher-level support teams. They ensure smooth operation and timely resolution of issues to enhance user satisfaction and efficiency.
To become an SAP Concur L1 L2 Technical Support specialist, candidates typically need a background in IT, computer science, or a related field. Experience in technical support roles, particularly with software-as-a-service (SaaS) platforms, is advantageous. Familiarity with SAP Concur solutions and participation in relevant training programs can also enhance a candidate's qualifications. Certification courses in SAP or similar enterprise resource planning systems are beneficial.
The average salary for an SAP Concur L1 L2 Technical Support specialist varies based on factors such as location, level of experience, and company size. Generally, entry-level positions may have lower compensation, while individuals with additional skills and experience might command higher salaries. Candidates can enhance earning potential by gaining certifications and gaining expertise in specific SAP Concur modules.
To qualify as an SAP Concur L1 L2 Technical Support specialist, candidates should possess a degree in IT, computer science, or related fields. Strong analytical and problem-solving skills are essential, alongside excellent communication abilities to effectively assist users. Familiarity with SAP Concur and related software is important, and hands-on experience with customer support is highly valued. Certification in SAP can bolster a candidate's credentials.
Successful SAP Concur L1 L2 Technical Support specialists need a mix of technical and interpersonal skills. Responsibilities include diagnosing and resolving user issues, maintaining documentation, and supporting software updates. Key skills include proficiency in troubleshooting, knowledge of SAP Concur platforms, and strong communication. Team collaboration and time management skills are also critical for handling multiple support cases efficiently.