12 days old

Hipmunk/Tripit - Customer Support Associate Job

SAP
San Francisco, CA 94102

Requisition ID: 225829
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because its the best-run businesses that make the world run better and improve peoples lives.

Acquired by SAP Concur (in 2011 and 2016, respectively), TripIt and Hipmunk are part of SAP Concurs Consumer Travel group, based in San Francisco, CA. We offer the best of both worlds: a start-up-like culture and independence, with the backing, infrastructure, and connections of the worlds largest provider of enterprise application software and a leader in cloud solutions.

 

Our combined 100+ person Consumer Travel team is dynamic, passionate, and diverse. Were focused on delivering powerful solutions to complex travel problems while leveraging the upsides associated with a global powerhouse. We value an open, trusting, collaborative, and fun culture, allowing all of us to focus on getting stuff done quickly and to the highest of standards.

 

Our teams vision is to make every trip easier, for every frequent business traveler -- across a travelers entire journey. Hipmunk takes the work out of planning trip, so users can make the smartest travel plans. TripIt reduces stress for travelers by helping them stay organized and one step ahead, so they can make the most out of all their trips.

 

Job Description:  

 

The Consumer Client Services team provides end-user and product support for TripIt and Hipmunk customers and clients, and partners with cross-functional teams to deliver the highest quality, consumer-grade travel apps.

 

This position is located in our San Francisco, Brannan Street, office where you will sit with our current support and product team, working in close collaboration with marketing and engineering.

 

 Responsibilities:

  • Assess nature of product or service issues and resolve basic to complex support problems for customer inquiries received via email (and occasionally phone).  
  • Troubleshoot and report new or possible bugs and work closely with Product and Engineering departments to identify and test fixes as well as product enhancements.  
  • Maintain a log of product issues for product development via detailed summarization of issue on each user ticket.
  • Possess expert knowledge of organization's product on all platforms.  
  • Mentor Tier 1 support agents.
  • Work under close to moderate supervision with the ability to research, make decisions independently, and present solutions.  
  • Ability to work with complex internal and external tools, including billing systems.
  • Identify and draft additional improvements to internal and external documentation.

 

Qualifications: 

  • Must demonstrate strong communication (written and verbal) and interpersonal skills.
  • Requires basic travel-industry knowledge, strong Web and mobile app navigational experience, and the ability to pick up new technology quickly.
  • Typically requires up to two years of technical support experience and a 4-year college degree.

 

 

WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own.
A career at SAP can open many doors for you. If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
Additional Locations:


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

Job Segment: ERP, Engineer, Product Development, SAP, Customer Service, Technology, Engineering, Research

Categories

Posted: 2019-08-06 Expires: 2019-09-07

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Hipmunk/Tripit - Customer Support Associate Job

SAP
San Francisco, CA 94102

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