Posted: Saturday, February 3, 2018 5:17 PM
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, ourglobal 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:
The Client Support Analyst II provides resolution to customer issues that are escalated through all access channels. The support is often consultative and addresses intermediate to advanced service related issues. The Client Support Analyst II applies subject matter expertise in the area of TMC Services.
: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.
:Troubleshoot and resolve intermediate to advanced 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.
:Proper escalation and routing of customer issues and requests.
:Communicating issues with IT and PD 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.
: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 TMC 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.
:Troubleshoot routines for errors and provide solutions or enhancements.
:Create and review database queries.
:Assist clients with account related issues.
:Communicate effectively with internal and external clients using various means of communication.
:Create or enhance written policies.
:Read and interpret log files and stack traces
:Regularly interface with other Concur departments to resolve customer
• Location: Minneapolis / St. paul
• Post ID: 29161377 minneapolis