Client Support Analyst I
Vienna, VA

Job Description

Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.

The Client Support Analyst I provides resolution to customer issues that are escalated through all access channels. The support is often consultative and addresses basic to intermediate service related issues. The Client Support Analyst I applies subject matter expertise in the area of Concur Government Edition (ConcurGOV).

Responsibilities:

Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.

When appropriate provide consultative guidance to customers towards the resolution to their service issue.

Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve

Proper escalation and routing of customer issues and requests.

? Communicating issues with internal groups to resolve urgent or escalated issues when needed.

? Evaluating incoming and existing tasks and routing 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 undertaken in order to resolve client issues/questions.

Escalate unresolved client issues as necessary to ensure timely resolution.

Read and interpret log files and stack traces.

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 products including new releases and new products.

Be aware of and comply with all corporate policies.

Be able to be on-call during some holidays and some weekends for emergency issues.

Serve as a first level of escalation and work directly with clients on escalated cases and concerns.

Position Requirements

Responsibilites:

* Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.


* When appropriate provide consultative guidance to customers towards the resolution to their service issue.


* Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve


* Proper escalation and routing of customer issues and requests.


* Communicating issues with internal groups to resolve urgent or escalated issues when needed.


* Evaluating incoming and existing tasks and routing 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 undertaken in order to resolve client issues/questions.


* Escalate unresolved client issues as necessary to ensure timely resolution.


* Read and interpret log files and stack traces.


* Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.


*
* Maintain working knowledge of products including new releases and new products.


* Be aware of and comply with all corporate policies.


* Be able to be on-call during some holidays and some weekends for emergency issues.


* Serve as a first level of escalation and work directly with clients on escalated cases and concerns.



Education, Experience & Training Required:

* Associates degree in a technical field or equivalent experience (Bachelor's degree preferred)


* Familiarity with customer service and support for software or other information technology products.


* One or more years of troubleshooting software/hardware issues.


* One or more years in a role interfacing with customers


* Travel industry knowledge is preferred but not required.


* Ability to pass a background check



Job Specific Specialized Knowledge & Skills:

* Excellent analytical, written and verbal communication skills, including persuasion and documentation skills


* Ability to think logically


* Ability to plan and to prioritize


* Ability to deliver results and meet SLAs in a fast-paced environment


* Familiar with Windows OS, basic security and its built-in applications.


* 1 or more years of experience in working in enterprise PC/Mac LAN/VPN environments


* Experience in utilizing a CRM system to track and resolve issues



EEO:

Concur is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.

Concur is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often times under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. With that, Concur offers flexibility as to the specific working hours that may be required or available depending on your role.

Concur is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of 'Leadership through innovation in everything we do'. Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for a majority of opportunities with Concur.

Confidentiality and our core value 'Personal and corporate integrity' are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.

E-Verify:

Concur participates in E-Verify to confirm work authorization.

IND123

* LI-GC1

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.