Concur Client Support Analyst I in Prague, Czech Republic

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Client Support Analyst I

Job ID #: 15231

Location: Czech Republic-Prague

Functional Area: Customer Support

Department: Global Services-Global Expense

Position Type: International Full Time

Education Required: Bachelors Degree

Experience Required: Experience Required

Relocation Provided: No

Position Description

Job Overview:

Do you enjoy delivering a great customer experience and interacting with customers and colleagues all over the world? Do you have a knack for digging into problems and constantly expanding your knowledge? If you answered yes, this role may be a great fit for you! The Client Support Analyst I position resolves customer issues on multiple fronts. The support is often consultative and addresses basic to intermediate service-related issues in the area of financial management and corporate spend control.

In the first 12 months you will:

  • Participate in an introductory training program to learn the platform: Shadow colleagues and peers, get familiar with job-specific terminology and ask questions.

  • Provide excellent analytical, written and verbal communication skills: Communicate and collaborate with peers, customers and upper management.

  • Take ownership and research with customers to fully diagnose issues, and then develop creative solutions and respond within established timelines.

  • Demonstrate initiative to be a self-starter, keeping up to date on product additions and changes: Be a go-getter and take initiative while coming up with new ideas and ways to improve processes.

  • Plan and prioritize day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.

  • Stay current with Concur’s innovation and application enhancements: Attend training sessions and webinars for new product features and product offerings to then relay to the customer, as applicable.

  • Use a Customer Relationship Management (CRM) system to track and resolve issues: Receive customer inquiries via access channels such as Salesforce, email and phone.

  • Gain experience with Windows, Mac and multiple mobile platforms: Become familiar with more in-depth Internet navigation and browser configuration while working with multiple browsers, keyboard shortcuts, Microsoft Office and communication tools such as WebEx and Skype.

  • Maintain accurate, high-quality and timely documentation of all steps and activities.

  • Meet Service Level Agreements (SLAs) while providing high-quality service.

  • Have opportunities to work remotely, based on performance.

In order to accomplish this, you will need to:

  • Show a passion for assisting customers and communicating in a professional manner: Be the go-to person when communicating and assisting customers with requests through resolution.

  • Possess a strong ability to assimilate new information and accurately convey instructions and ideas over a variety of media.

  • Become comfortable collaborating with internal teams to escalate and route customer issues and requests for prompt resolution.

  • Be team-oriented and eager to continuously learn and expand your knowledge of the platform.

  • Gain a basic understanding of Structured Query Language (SQL).

  • Maintain working knowledge of products through new releases and team meetings.

  • Be able to work some weekends, based on business needs.

  • Be familiar and comply with all corporate policies.

So who are we?

Concur is the leading provider of integrated travel and expense management solutions. Founded in 1993 on the premise of helping drive costs out of business through innovation, Concur services are trusted by 20,000 clients around the globe with 25 million users.

Your career at Concur is what you make of it. You can forge your own path, work in different offices, switch business units or solve a problem that no-one has before. We’re inspired by change and by each other which is a major contributing factor to how we have retained (and jealously guard) the innovative culture that has created a market leading team of 4500 colleagues.

Position Requirements

What do you need to bring?

  • An associate degree in a technical field or equivalent experience (Bachelor’s degree preferred)

  • 1+ years of troubleshooting software/hardware issues

  • 1+ years working directly with customers

  • 1+ years of experience working in Enterprise PC/MAC Lan/VPN environments

  • Travel industry knowledge is preferred but not required

  • Fluency in English, and one of German, French, Italian, Spanish

  • Ability to pass a background check