Technical Consultant III
Dallas, TX

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. TripIt, a Webby award-winning travel service and the leading mobile travel organizer from Concur®, makes it easy for millions of travelers to manage and share their trips no matter where they book. Travelers simply forward their travel confirmation emails to TripIt and a master itinerary is automatically created that combines all their travel plans. Concur and TripIt offer integrate mobile and web services, content, and technology from third-party developers, suppliers, travel management companies and customers. Together, Concur and TripIt bring order to the chaos for both managed and unmanaged travel, and make life better for business travelers globally.

The Technical Consultant III provides resolution to customer issues that are escalated through all access channels. The support is often consultative and addresses advanced service related issues. The Technical Consultant III applies subject matter expertise in the area of TMC Services.

Responsibilities:

Receive client inquiries via all access channels (Clarity, Email, Phone) regarding product functionality or problems; research with the client to fully diagnose the 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.

Routine maintenance, troubleshooting, and development.

Proper escalation and routing of customer issues and requests.

Communicating issues with IT and PD 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.

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.

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

Typical Tasks:

Troubleshoot routines for errors and provide solutions or enhancements.

Create and review database queries.

Assist clients with account related issues.

Communicate effectively with internal and external clients using various means of communication.

Create or enhance written policies.

Read and interpret log files and stack traces

Regularly interface with other Concur departments to resolve customer issues and to develop and refine processes.

Provide training and mentoring coworkers and clients.

Leading and organizing small projects

Position Requirements

Education, Experience & Training required:

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

Three or more years of troubleshooting software/hardware issues.

Three or more years in Technical Support role interfacing with customers

Two or more years of experience using/support agency automation software

Two or more years of experience with Travel GDS systems (Apollo, Abacus, Amadeus, Sabre, Galileo or Worldspan).

Ability to pass a background check

Job-Specific Knowledge & Skills:

Experience with Travel GDS systems (Apollo, Abacus, Amadeus, Sabre, Galileo or Worldspan).

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

Ability to communicate with customers effectively and politely.

Ability to plan and to prioritize

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

Two or more years of experience working in enterprise PC/Mac LAN/VPN environments.

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

Major Job activities - physical requirements:

Use of computer and keyboard for extended periods of time on most or all workdays

Use of telephone - throughout the workday as needed to conduct business

Working under time pressure

Working rapidly for long periods

Communicating and interacting with others

Major Job activities - mental requirements:

Multiple concurrent tasks

Ability to perform under stress

Reading and comprehension

Writing

Problem solving

Confidentiality

Customer contact

Critical Performance Competencies:

Action oriented

Functional/Technical Skills

Technical Learning

Timely Decision Making

Informing

Written Communications

Customer Focus

Interpersonal Savvy

Composure

Value Competencies:

* Displays passion for & responsibility to the customer


* Hires, develops & rewards great people


* Displays leadership through innovation in everything you do


* Displays a passion for what you do and a drive to improve


* Displays a relentless commitment to win


* Displays personal & corporate integrity

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.

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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.