Client Support Analyst I - Concur Gov Support - 11 AM ET

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Position Description 
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 Client Support Analyst I applies subject matter expertise in the area of ConcurGov.

This job posting is specific to the shift hours of 11:00am – 7:30pm ET (Eastern Time).   

Responsibilities:

• Receive client inquiries via all access channels (Portal, Chat, Email and Phone) 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.
  • Communicating issues with internal groups to resolve urgent or escalated issues when needed.
  • Evaluating incoming and existing tasks and routing them to the appropriate team.
  • Utilize various methods of retrieving logs and locating logs manually if needed.
• 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.
• Read and interpret log files and stack traces.
• 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 products including new releases and new products.
• Be aware of and comply with all corporate policies.
• Be able to be on-call during some holidays and some weekends for emergency issues.
• Serve as a first level of escalation and work directly with clients on escalated cases and concerns.

Position Requirements 

Education, Experience & Training required: 

• Degree in a technical field or equivalent experience (Bachelor’s degree preferred)  
• Familiarity with customer service and support for software or other information technology products. 
• One or more years of troubleshooting software/hardware issues. 

• One or more years in a role interfacing with customers 
• Travel industry knowledge is preferred but not required. 
• Ability to pass a background check. 
• Must be able to obtain the customers’ required Public Trust security clearance. 

Job Specific Knowledge and Specialized 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 (Service Level Agreements) in a fast-paced environment. 
• High personal standard of Customer Service 

• Proficient with Microsoft Windows OS (Operating System), basic security and its built-in applications. 
• Proficient in working between a virtual machine and local machine.
• 1 or more years of experience in working in enterprise PC LAN/VPN environments 
• Experience in utilizing a CRM system to track, document and resolve issues. 
• Travel industry knowledge and global distribution system experience a plus 

EEO:
Concur is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.

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 strong written, verbal and interpersonal communications skills are 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.

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 43,000 - 96,700 USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 365198  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: Virtual - USA #LI-Hybrid