• Deliver expert technical support for enterprise-level travel booking platform, serving as Subject Matter Expert (SME) in Direct Connect product area• Serve as KCS (Knowledge-Centered Service) Coach, providing ongoing coaching support and leading regular training sessions to improve team's knowledge management practices, while maintaining KCS Publisher status• Drive knowledge base quality by managing article lifecycle, archiving duplicate content, and collaborating with Program Manager on KCS metrics and dashboard improvements• Facilitate cross-team communication of KCS Program updates and best practices while mentoring support engineers and new hires in technical and soft skills• Manage critical incident resolution as Technical Owner (ITO), managing P1/P2 escalations and collaborating with Product Engineering teams to drive optimal solutions• Achieve consistent excellence in Support KPIs while managing high-priority customer escalations and maintaining advanced proficiency across product areas• Conduct technical presentations for internal and external stakeholders while fostering strong cross-functional relationships

This role is focused on the following projects and tasks within the SAP Concur Support Training & Development program - Global Product Support Programs (GPSP): • Review and provide stakeholder feedback on curriculum-based toolkits that Learning Services designs for Support. • Coordinating advisory teams to test drive and collect feedback for Learning Services on training and development curriculum they produce • Project coordination tasks related to the program, such as keeping track of action items, helping to schedule essential meetings, and designing and/or delivering broad communications regarding training and development. • Coordinate resources in and out of Support to participate in the monthly Learning Hour • Assist in organizing and coordinating the Training Clean-up and Mentor-Mentee initiatives.

All of the Client Support Analyst I tasks and in addition the following:• Being a mentor for new hire analysts and assisting others with technical and process related questions• Providing additional support to the team: i.e. creating presentations, providing training, fulfill additional tasks and being included in projects• Dealing with case escalations and priority situations

• Respond to and resolve straight forward service related and customer issues received via the Client Support Portal• Use troubleshooting capabilities and fully diagnose the reported issue in order to resolve them within the customer satisfaction• Maintain a strong passion for solving problems, identify service gaps and escalate as appropriate• Train customers on basic production functionality• Interface with other Concur departments as necessary to resolve customer issues• Act as a first line of relationship management with a client, using strong written and verbal communication skills via the reported issues

• Managing all aspects of a private charter flight arrangement from initial request to putting offers together and offering tailored solutions to meet client's requirements. • Maintaining and developing relationships with both clients and aircraft operators.

• Dealing with individual and group flight reservations and issuing airline tickets using GDS Amadeus. • Processing airline refunds, revalidations and reissues. Monitoring and updating the airline queues, working with published and Nett/IT fares.• Responsible for IATA agenda, BSP billing, creating statistics and sales reports.• Building and maintaining good relationships with airlines. Assisting travel agents with flight requests.

• Processing and confirmation of hotel bookings, transfers and day tours, creating reports, telephone and email communication with tour operators and hotels around the world. • Providing telephone support for a team of travel consultants and being a part of the sales process.

• Sell, plan and advise on travel arrangements (airtickets, hotels, car hire, day tours, cruises) to a diverse client base. • Proactively match customer requests to extensive range of products, maximising all opportunities for the perfect tailor-made holiday experience.

• Handling worldwide flight, hotel, car hire reservations and other travel services for individual and corporate clients