Concur Client Support Analyst I in Philippines

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Client Support Analyst I

Job ID #: 16488

Location: Philippines

Functional Area: Customer Support

Department: Global Services

Position Type: International Full Time

Education Required: Not Indicated

Experience Required: Not Indicated

Relocation Provided:

Position Description

Job Overview:

  • 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