Bernadette Inah Mairren Pantaleon

Job description

Position Description

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. The Service Delivery Coach applies subject matter expertise in the area of Expense processing.

Fluency in reading, writing and speaking Spanish is preferred.

Responsibilities

Position Requirements

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

Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support.

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

Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.

Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve

Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.

Routine maintenance, troubleshooting, and development.