Concur - Client Support Analyst, II (Systems Administrator) Job

Job description

Requisition ID: 163495
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

The Client Support Analyst II (Systems Admin) role is a client-facing resource for small to mid-size accounts delivering assistance with service features, report inquiries, payment inquiries along with navigational support to end users. The role encompasses ongoing support/guidance, business strategy and advice. As a customer advocate, the Client Support Analyst II (Systems Admin) is one of the client's primary points of contact responsible for orchestrating activities within Concur to deliver a superior client experience. This role focuses on ongoing relationship-building and proactive account management activities, promoting overall customer satisfaction, product adoption, retention and up-selling. The role Systems Admin diverse, high profile and/or key account.

Responsibilities:

· Client Support Analyst II (Systems Admin) are CRITICAL to this role:

· Receive client inquiries via all access channels (Salesforce, Email, Phone, In-Person) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.

· Develop a trusted relationship while understanding and responding to customer needs.

· When appropriate provide consultative guidance to customers towards the resolution to their service issue.

· Engage cross-functional resources both internally and with customer organizations to solve problems.

· Effectively manage time, workload and shifting priorities.

· Providing high quality of work and identify opportunities for continual improvement.

· Communicate effectively with customers both verbally and in writing.

· Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.

· Understand and explain features and benefits of the product line as it relates to customer needs.

· Meet or exceed customer expectations by anticipating and resolving their issues.

· Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status

· Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.

· Document interactions and issues in Salesforce.

· Be aware of, and comply with, all corporate policies.

· Be able to work in a team environment with flexible schedule.

· Be able to work a minimum 8 hours based on business need.

· MUST be a team player, including work any shift during business hours.

Education, Experience & Training required:

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

· Minimum two or more years' experience in client service capacity with high level of interaction with internal/external clients and partners.

· Minimum two or more years' of troubleshooting software/hardware issues

· Minimum two or more years' in Technical Support role interfacing with customers

· One or more years' of experience using/support agency automation software

· Software industry experience preferred.

· Ability to pass a background check is a must.

Job-Specific Knowledge & Skills:

· Experience with Travel industry or account payable systems a plus.

· 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.

· One 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

Working environment (where major activities are carried out):

· Indoors in an office or control room

Working hours:

· 40+ hours per week will be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness

· Be able to work a minimum 8 hours on a Saturday or Sunday, based on business need

· Flexibility as to the specific working hours may be required due shift and customers' needs.

Physical and Cognitive or Mental Requirements:

· 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 is 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.

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:

Nearest Major Market: Washington DC
Job Segment: System Administrator, Accounts Payable, Help Desk, ERP, Technology, Finance, Customer Service