Concur Client Support Analyst I - Travel Job

Job description

Requisition ID: 163870
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Concur, an SAP company, takes companies of all sizes beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. For more than 20 years, our global expertise and industry-leading innovation has kept customers a step ahead with time-saving tools, leading-edge technology and connected data.

We drive innovation forward until it becomes the new normal, but we'll never accept business as usual if there's an opportunity for business to be better. Want to be a part of something amazing? Check us out at: concur.com/careers

Job Title:

Client Support Analyst I, Cross Product

Job Overview:

Responds to and resolves straight forward and complex client reported service issues associated to Concur Travel & Expense integrated products received via the Client Support web site.

Responsibilities:

·  Maintain a strong passion for solving problems and helping customers, acting as a first line of relationship management
·  Conduct research, and use troubleshooting capabilities to fully diagnose reported client concerns efficiently, and respond to the customer within established timelines utilizing standardized solutions
·  Resolve straight-forward cases immediately; determine resources required to resolve more complex cases
·  Routinely update the customer on open cases to gain additional information or advise of status
·  Interface with other Concur departments as necessary to resolve customer issues
·  Escalate unresolved customer issues as necessary to ensure timely resolution
·  Train customers on basic production functionality
·  Develop and maintain working knowledge of Concur products including new releases and products
·  Other duties as assigned by manager
·  Adhere to attendance schedule expectations
·  Be aware of, and comply with, all corporate policies

Position Requirements:

Education, Experience & Training required:

·  One year in a travel and expense support role interfacing with customers is a plus
·  Have working knowledge of a GDS
·  Fluency in English is a must, French, German and Spanish are a plus
·  Recent experience with administering an online booking tool is preferred
·  Travel industry knowledge is a plus
·  Accounting or finance experience are a plus
·  Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

·  Experience in utilizing CRM system to track and resolve issues preferred
·  Able to work under pressure in a fast moving environment under minimal supervision
·  Have strong time management and prioritization skills
·  Strong analytical, written and verbal communication skills
·  Excellent troubleshooting capabilities

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

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: or , APJ: , EMEA: C ). Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Additional Locations: Virtual - USA

Nearest Major Market: Minneapolis
Job Segment: Information Technology, Help Desk, ERP, Technology, Customer Service, Research