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Client Support Analyst I - Expense
Job ID #: 15293 Location: Philippines
Functional Area: Customer Support Department: Global Services-Global Operating Center Manila
Position Type: International Full Time Education Required: Not Indicated
Experience Required: Not Indicated Relocation Provided:
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Position Description
Job Overview:  

  • The Client Support Analyst I 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.

    • 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
    Education, Experience & Training required:

    • Two or more years experience troubleshooting software/hardware issues
    • Two or more years in Technical Support role interfacing with customers
    • Ability to pass a background check
    • 1+ 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.
    • Bi-lingual skills a plus-fluency in French Canadian and Spanish preferred.

    Value Competencies:

    • English Language
    • Accountability
    • Planning and Organization
    • Written and Verbal Communication
    • Change Management
    • Attention to Detail
    • Adaptability/ Flexibility
    • Intelligence
    • 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

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