Hiring Client Support Analyst I for Bangalore Location ~ Madhees Organization

Hiring Client Support Analyst I for Bangalore Location

Overview: The Client Support Analyst I, receives issues faced by clients for our market leading cloud based travel solutions. The Analyst researches on issues across various resources and provides prompt resolution on these issues, within the SLA Timelines. The support is often consultative and addresses intermediate to advanced service related issues.

Responsibilities:

Deep dive & research work across a spectrum of tools and knowledge bases
Utilize tools like knowledge portal, previous cases and documents to research, understand issue & derive resolution
Research, diagnose & troubleshoot product functionality issues / errors faced by clients, follow up with documentation within established timelines
When appropriate, provide consultative guidance to customers towards the resolution to their service issue
Effectively manage expectations that are set with customers
Maintain accurate, high-quality & timely documentation on actions taken to resolve client issues / errors
If required / requested reach out to clients on the phone with the client to understand / educate on the issue / 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
Always keep yourself abreast with product knowledge & updates / enhancements, required to troubleshoot issues
Must be agreeable to work in rotational shifts, including working on festivals / public holidays. Shifts may include morning / mid / night shift as needed by the business
Be aware of, and comply with all corporate policies

Education, Experience & Training required:

One year or more experience in troubleshooting software / hardware / product / process / tool issues
One or more years in Technical Support or Analyst role interfacing with customers
Prior travel industry experience / GDS knowledge required
Ability to pass a background check

Job Specific / Specialized Knowledge & Skills:

One or more years experience with Travel GDS systems (Apollo, Sabre, Worldspan, Amadeus, Galileo, etc.) required
One or more years experience using/supporting Online Travel Booking Tools (e.g. Concur Travel) preferred
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
Problem solving, analytical mindset
Strong time management and prioritization skills

Critical Performance Competencies:

Keen Researcher & Passionate Learner
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:

Equal Opportunity Employer, M/F/D/V.

Physical and Cognitive or Mental Requirements:

Major Job activities – physical requirements:

Use of computer and keyboard for extended periods of time on most or all workdays
Use of telephone – throughout the workday as needed to conduct business
Working under time pressure
Working rapidly for long periods
Communicating and interacting with others

Major Job activities – mental requirements: