Overview

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.

Responsibilities:

  • Receive client inquiries primarily via a CRM tool, 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.
  • 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 Travel products including new releases and new products.
  • Be aware of and comply with all corporate policies.
  • Required flexibility to work during some holidays and some weekends based on business need.

Typical Tasks:

  • Familiarity with customer service and support for software or other information technology products.
  • Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority.
  • 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)
  • One or more years of troubleshooting software/hardware issues.
  • One or more years in a role interfacing with customers
  • Travel industry knowledge is required.
  • Working knowledge of a minimum of one of the major Reservation Systems (Apollo, Sabre, Worldspan, Amadeus) required
  • Understand formats and GDS commands
  • Ability to read history
  • Ability to read availability responses
  • Understanding the difference between air, car and hotel functionality in the GDS
  • Recent experience with administering an online booking tool (within the past two years)
  • 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

Critical Performance Competencies:

  • Communication and Influence
  • Coaching
  • Interpersonal
  • Empowerment
  • Adaptability/Flexibility
  • Planning and organizing
  • Stress management
  • Decisiveness/Judgment
  • Accountability
  • Process Management / Quality

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

About Concur

Concur is the leading provider of spend management solutions and services in the world, helping companies of all sizes transform the way they manage spend so they can focus on what matters most.

Through the Concur open platform, the entire travel and expense ecosystem of customers, suppliers, and developers can access and extend the Concur T&E cloud. Concur systems adapt to individual employee preferences and scale to meet the needs of companies of all sizes.

Our customers range from small businesses to the Fortune 500, so we know a lot about how different companies work. We can scale up or down based on your company's size, spending goals, policy complexity and travel program needs. No matter how big or small your company is, Concur has a travel, expense and invoice solution for you. And with the growing partner community building around our platform, you’ll have access to a growing feature and application market.

In the past, no one gave a second thought to expense reports. We did. And since then, we’re on a mission to change the way businesses look at expense reports and travel. Now, Concur processes more than 10% of the United States' T&E spend. Join us as we make that number grow.

Travel is a part of who we are. We focus on improving business travel every day, and make time to get away from our own desks. With up to 27 days of paid time off, where would you go?

Are you ready to join a team of approximately 5,000 employees working our tails off to change the way businesses look at travel and expense?