Requisition ID: 424257
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2-3
Original Posting Date: 05/19/2025
Job Title: CTE Consultant
Location: Bellevue, WA
Work Model: Hybrid Work Model
Purpose and Objective:
Concur Technologies, Inc. seeks a CTE Consultant at our Bellevue, WA location to provide resolution to customers’ technical issues that are escalated through all access channels.
Expectations and Tasks:
Receive client inquiries via all access channels (Clarity, Email, Phone) regarding product functionality or problems in the area of Travel Management Companies (TMC) services. Research and diagnose the client’s issue then develop creative solutions and respond within established timelines. Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support. When appropriate provide consultative guidance to customers towards the resolution to their service issue. Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues. Troubleshoot and resolve advanced issues, or determine resources required to resolve. Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes. Perform routine maintenance, troubleshooting, and development. Determine proper escalation and routing of customer issues and requests. Communicate issues with IT and PD to resolve urgent or escalated issues when needed. Evaluate incoming and existing tasks and route 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. Maintain accurate, high-quality and timely documentation for all steps and activities taken to resolve client issues/questions. Escalate unresolved client issues as necessary to ensure timely resolution. Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status. Interface with other Concur departments as necessary to resolve customer issues. Maintain working knowledge of TMC products including new releases and new products. Be aware of and comply with all corporate policies. On-call availability required during some holidays and weekends for emergency issues.
Education and Occupational Experience:
Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and five (5) years of progressive post-baccalaureate experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and three (3) years of experience in the job offered or related occupation.
Qualifications/Skills and Competencies Experience:
Experience must involve three (3) years in the following:
Travel GDS systems, including Apollo, Abacus, Amadeus, Sabre, Galileo or Worldspan;
Programming languages, including .NET, SQL, and PowerShell;
API & Web Services technologies including JSON, HTML, XML, and GitHub;
Object Oriented Design;
Visual Studio;
Enterprise PC/Mac LAN/VPN environments; and
Utilize a CRM system to track and resolve issues.
Travel: N/A.
This position is eligible for the Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.
Internal use only: reference code lhrs4262
SAP:SAIL
EX: OUT
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Compensation Range Transparency: The annual base salary range for this position is $115,512 - $125,460. SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $115,512 - $139,400. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.