Concur Client Support Analyst I in Philippines
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Client Support Analyst I
Job ID #: 16488
Functional Area: Customer Support
Department: Global Services
Position Type: International Full Time
Education Required: Not Indicated
Experience Required: Not Indicated
The Client Support Analyst I provides resolutions to customer issues that are escalated from the call center or logged over the web. The support is often consultative and addresses intermediate to advanced service related issues. Responsibilities:
Receive client inquiries via Web Portal regarding product functionality or problems; research with the client to fully diagnose the issue then define solutions and respond within established timelines.
When appropriate provide consultative guidance to customers towards the resolution to their service issue.
Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve
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 Concur products including new releases and new products
Be aware of, and comply with all corporate policies Position Requirements Education, Experience & Training required:
Two or more years experience troubleshooting software/hardware issues
Two or more years in Technical Support role interfacing with customers
Ability to pass a background check
1+ years experience in working in enterprise PC/Mac LAN/VPN environments
Knowledgeable of Windows OS, basic security and its built-in applications
Experience in utilizing a CRM system to track and resolve issues
Strong analytical, written and verbal communication skills
Strong time management and prioritization skills
Familiarity with SQL is a plus.
Familiarity with Cognos is a plus.
Bi-lingual skills a plus-fluency in French Canadian and Spanish preferred. 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