1st Level Support Specialist - SAP Concur

General Information

Position
1st Level Support Specialist - SAP Concur

Work arrangement
Full-time

City
Budapest, Debrecen

Country
Hungary

Department
Business Delivery Solutions - Consulting

Team
Enterprise, Technology & Performance

Area of interest
Consulting, ERP Platforms, Support

Way of work
Hybrid

Description & Requirements

Who we are looking for

Join our Business Process Outsourcing (BPO) Operations team and become a key point of contact for users of the SAP Concur platform. As a 1st Level Support Specialist, you will provide first-line support to employees and managers, helping them resolve issues related to expense claims, reimbursement processes, system access, and application functionality.

You will work closely with operational teams, process experts, and 2nd Level Support to ensure a high-quality user experience and compliance with defined service levels. The role requires strong communication skills in German and a customer-focused mindset.

Check us here: Deloitte + SAP | Deloitte Hungary

Your future role

Key Responsibilities

• Provide 1st level support to end users in German and English via ticketing system, email and telephone.
• Handle incidents, service requests, and user inquiries related to expense reimbursement processes.
• Troubleshoot issues connected with expense reports, approvals, workflows, and user access.
• Guide users through system functionalities and reimbursement procedures.
• Identify recurring issues and contribute to process improvements.
• Monitor and manage support tickets in accordance with SLA requirements.
• Escalate complex issues to 2nd Level Support teams when necessary.
• Maintain accurate documentation of support activities and solutions.
• Collaborate with operational and process teams to identify recurring issues and improvement opportunities.
• Support onboarding activities and user training initiatives.
• Ensure professional communication with stakeholders in German and English.

Required Qualifications and Experience

Must-have

• Fluent German (minimum B2).
• Good English skills (minimum B1).
• Strong troubleshooting and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, process-driven environment.
• Good knowledge of MS Office applications.

Nice to have

• Experience in Customer Service, Help Desk, Service Desk, or 1st Level Support role.
• Experience with SAP Concur.
• Experience supporting finance, travel & expense, or procurement processes.
• Experience in a shared service center or business process outsourcing environment.
• Knowledge of ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
• Understanding of BPO operations and shared services environments.

Key Competencies

• Strong customer-service orientation.
• Excellent verbal and written communication skills.
• Ability to explain processes clearly and patiently to end users.
• Strong problem-solving and analytical skills.
• Accuracy and attention to detail.
• Ability to prioritize tasks and manage multiple tickets.
• Ownership and accountability for assigned cases.
• Ability to work effectively in a multicultural and remotely distributed team.
• Willingness to learn new systems, processes, and policies.
• Ability to remain professional and solution-oriented in challenging situations.

What we offer

• Global exposure in a SAP Concur environment - Support users across an international organization and gain hands-on experience in travel, expense management, and finance-related business processes.
• Flexible hybrid work model - Enjoy a healthy work-life balance with a combination of remote and office-based work in a collaborative and supportive team environment.
• Continuous learning and career development - Benefit from structured onboarding, SAP Concur training, access to learning platforms, and opportunities to grow into Senior Support, Process Expert, SME, or Team Lead roles.
• International and multilingual workplace - Work closely with German-speaking stakeholders and global teams, developing both your professional and intercultural communication skills.
• Competitive compensation and benefits - Receive an attractive salary package, performance bonus, private health insurance, and wellness perks (e.g., sport pass)
• Stable and long-term career opportunities - Join a growing BPO Operations organization supporting critical business processes with clear procedures, defined SLAs, and ongoing process improvement initiatives.

Selection process

1. Submit your CV
2. 15-minute recruiter screening call
3. Quick German language test through our platform
4. 60-minute interview with the hiring manager
5. Welcome onboard

About Deloitte

Deloitte is a variety of people, experience, industries and services we deliver in 150 countries of the world. It is an intellectual challenge, a good starting point for your career, and an excellent opportunity for continuous development and gaining valuable life experiences. What you only must do is to take the first step - press the apply button and send us your CV, go through all the stages of the recruitment process and sign a contract with us. Deloitte is simply your best choice.