Share this Job

Concur - Client Support Analyst, I (Travel) Job

Apply now »

Date: Nov 22, 2017

Location: Minneapolis, MN, US

Company: SAP

Requisition ID: 164181
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time


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:


Job Overview: 

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.



  • Receive client inquiries primarily via a CRM tool, regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
  • When appropriate provide consultative guidance to customers towards the resolution to their service issue.
  • Logically diagnose and resolve basic to intermediate issues or determine resources required to resolve
  • Proper escalation and routing of customer issues and requests.
  • 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 Travel products including new releases and new products.
  • Be aware of and comply with all corporate policies.
  • Required flexibility to work during some holidays and some weekends based on business need.


Typical Tasks:

  • Familiarity with customer service and support for software or other information technology products.
  • Collaborate with Function Leads to help ensure client concerns are addressed with appropriate priority.
  • Serve as a first level of escalation and work directly with clients on escalated cases and concerns.




Education, Experience & Training required:

  • Associates degree in a technical field or equivalent experience (Bachelor’s degree preferred)
  • One or more years of troubleshooting software/hardware issues.
  • One or more years in a role interfacing with customers
  • Travel industry knowledge is required.
  • Working knowledge of a minimum of one of the major Reservation Systems (Apollo, Sabre, Worldspan, Amadeus) required
    • Understand formats and GDS commands
    • Ability to read history
    • Ability to read availability responses
    • Understanding the difference between air, car and hotel functionality in the GDS
  • Recent experience with administering an online booking tool (within the past two years)
  • Ability to pass a background check


Job Specific/Specialized Knowledge & Skills:

  • Excellent analytical, written and verbal communication skills, including persuasion and documentation skills
  • Ability to think logically
  • Ability to plan and to prioritize
  • Ability to deliver results and meet SLAs in a fast-paced environment
  • Familiar with Windows OS, basic security and its built-in applications.
  • 1 or more years of experience in working in enterprise PC/Mac LAN/VPN environments
  • Experience in utilizing a CRM system to track and resolve issues


Critical Performance Competencies:

  • Communication and Influence
  • Coaching
  • Interpersonal
  • Empowerment
  • Adaptability/Flexibility
  • Planning and organizing
  • Stress management
  • Decisiveness/Judgment
  • Accountability
  • Process Management / Quality


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


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 ( or, APJ:, EMEA: 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: Minneapolis

Job Segment: Help Desk, Information Technology, ERP, SAP, Technology, Customer Service