Client Support Representative I
Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.
Provides first level support for desktop solution users, which includes assistance with service features, report inquiries, payment inquiries along with navigational support to end users. Documents, routes, tracks, escalates and updates customers on status of issues as required.
Responsibilities:
Provides quality first tier support, including assistance with service features, reports, and payment inquiries.
Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.
Utilizes tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.
Provides additional duties as deemed necessary to achieve and produce a high quality support solution
Be aware of, and comply with, all corporate policies.
Position Requirements
Education, Experience & Training required:
Must have High school diploma or GED equivalent with knowledge, experience and skill set equivalent to the experience of 1 year of post high school education.
Prefer schooling have an emphasis in business, customer service and/or computer technology
Ability to work in a fast-paced environment, handling multiple priorities
Must be proficient with Microsoft Application Software (i.e. Word, Excel, etc.)
Preferably have one or more years of customer service experience in a phone environment.
Must possess excellent written and verbal communication skills.
Ability to communicate with individuals at all levels of an organization.
Strong one-on-one interpersonal skills.
Ability to set priorities, meet deadlines and work independently.
Ability to work in a team environment and be open to change.
Must be able to maintain confidentiality.
Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
Job requires working on a personal computer an average of 7.5 hours per day.
Job requires frequent communication via telephone, e-mail and fax.
Must work overtime as needed to meet critical business objectives.
Flexibility in job schedule to accommodate a 24/7/365 support desk.
Maintain working knowledge of Concur products, including new releases and products
Maintain accurate, high quality and timely documentation of case notes in order to resolve client issues and questions
Critical Performance Competencies:
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
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 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.
E-Verify:
Concur participates in E-Verify to confirm work authorization.
IND123
LI-CR1
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Provides first level support for desktop solution users, which includes assistance with service features, report inquiries, payment inquiries along with navigational support to end users. Documents, routes, tracks, escalates and updates customers on status of issues as required.
Responsibilities:
Provides quality first tier support, including assistance with service features, reports, and payment inquiries.
Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.
Utilizes tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.
Provides additional duties as deemed necessary to achieve and produce a high quality support solution
Be aware of, and comply with, all corporate policies.
Position Requirements
Education, Experience & Training required:
Must have High school diploma or GED equivalent with knowledge, experience and skill set equivalent to the experience of 1 year of post high school education.
Prefer schooling have an emphasis in business, customer service and/or computer technology
Ability to work in a fast-paced environment, handling multiple priorities
Must be proficient with Microsoft Application Software (i.e. Word, Excel, etc.)
Preferably have one or more years of customer service experience in a phone environment.
Must possess excellent written and verbal communication skills.
Ability to communicate with individuals at all levels of an organization.
Strong one-on-one interpersonal skills.
Ability to set priorities, meet deadlines and work independently.
Ability to work in a team environment and be open to change.
Must be able to maintain confidentiality.
Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
Job requires working on a personal computer an average of 7.5 hours per day.
Job requires frequent communication via telephone, e-mail and fax.
Must work overtime as needed to meet critical business objectives.
Flexibility in job schedule to accommodate a 24/7/365 support desk.
Maintain working knowledge of Concur products, including new releases and products
Maintain accurate, high quality and timely documentation of case notes in order to resolve client issues and questions
Critical Performance Competencies:
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
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 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.
E-Verify:
Concur participates in E-Verify to confirm work authorization.
IND123
LI-CR1
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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