Concur is a leading provider of travel and expense management solutions. As a Software-as-a-Service (SaaS) provider, Concur’s easy-to-use cloud-based and mobile solutions help companies and their employees control costs and save time.

By driving innovation in the travel and expense industry, Concur is on a mission to create The Perfect Business Trip for both the individual traveler and enterprise organizations. In 2013, Concur was named “Best Self-Booking Tool at the Business Travel Awards. Powering evolution in travel technology, the Concur Connect platform enables the entire travel and expense ecosystem of customers, suppliers and solution partners to access and extend Concur’s T&E cloud. Concur is trusted by thousands of companies in more than 100 countries and reaches millions of employees worldwide.

This position can be seated in any of our main offices - Bellevue, WA, Vienna, VA, Eden Prairie, MN or Dallas, TX.

Job Overview:

The Client Support Analyst 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. The Client Support Analyst for Concur Cliqbook Travel applies subject matter expertise in the area of corporate travel.

Responsibilities:

- Receive client inquiries via Web Portal 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.
- 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:

- Associates degree in a technical field or equivalent experience (Bachelors degree preferred)
- Two or more years experience troubleshooting software/hardware issues.
- Two or more years in Technical Support role interfacing with customers.
- Prior travel industry experience strongly preferred.
- Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

- Fluency in Spanish is required.
- One or more years experience with Travel GDS systems (Apollo, Sabre or Worldspan).
- One or more years experience using/supporting Online Travel Booking Systems (i.e., Concur Cliqbook Travel).
- 1+ years experience in working in enterprise PC/Mac LAN/VPN environments.
- Familiar with 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.

Critical Performance Competencies:

- Coaching
- Leadership
- Accountability
- Interpersonal
- Decisiveness/Judgment
- Communication and Influence
- Teamwork
- Stress Management
- Analytical Skills
- Adaptability/Flexibility
- Process Management/Quality
- Motivation

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 apply for this position, click on the Apply button below, Search for Job ID # 4475​ and click on Search.