Job ID: 363
Position Description:
Multiple openings available. This position may be located in any of Concur's U.S. offices and remote employment may be considered.
Concur (NASDAQ: CNQR) is the world’s leading provider of on-demand Employee Spend Management services. Trusted by thousands of organizations to reach millions of employees, Concur’s award-winning solutions streamline travel booking, expense reporting and invoice processing – delivering rapid ROI by helping companies increase efficiency, control employee spend and drive down operational costs.
Concur was recently ranked fifth on Seattle Business Magazine's 100 Best Companies to Work For 2009 - results are based on the independent survey results of our own employees. Concur's employees ranked the company highly in virtually every survey category, from hiring and retention to corporate culture.
More information about Concur is available at www.concur.com.
Job Overview:
The Client Support Analyst II 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:
Position Requirements:
Education, Experience & Training required:
- Four or more years experience troubleshooting software/hardware issues
- Four or more years in Technical Support role interfacing with customers
- Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
- Three or more 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.
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
EEO:
- Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team. (M/F/D/V)
Physical and Cognitive or Mental Requirements:
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
Working environment (where major activities are carried out):
- Indoors in an office or control room
Working hours:
- 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
- Flexibility as to the specific working hours may be required or available
Technical Support, Windows, Internet Applications, SQL & Cognos are a plus.
- Location: Redmond, WA
- Compensation: Open
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.