Knowledge Communication Specialist
CurrentActing Team Leader for SAP Concur USD Client Support Representatives as a KEY Head Coach, tasked with training and recommendations of employee development initiatives, and provide cross-functional support ranging from routine to complex issue resolution.• Ability to identify trends to streamline operations and drive client satisfaction.• Coordinate escalation of issues in a timely manner ensuring customer satisfaction.• Provide inbound and outbound (phone, email, web form, chat, community) application/ functional support and resolution to customers both external and internal.• Work closely and train SAP Concur International teams to ensure Employees are up to speed on current company initiatives, correct process, and essential procedures.• Identifying gaps in resources, addressed by creating, authoring, and publishing both internal and external support resources within Knowledge Management Systems.• Collaborate, coordinate, and escalate on customer issues acting as a customer advocate with all departments (Development, Sales, Solution Management, Quality...)• Provide and solves low to medium level technology support on a remote basis to SAP cloud customers through “One-Touch Resolution” support contact methods. • Resolves limited complexity and complex issues within general work direction and clearly defined framework of departmental /functional guidelines and practices.• Development of collaborative work relationships within team and within limited scope cross-functional partnerships including SME’s, International and Leadership Teams.
