Client Support Analyst I – Expense (Location: Bangalore)

Client Support Analyst I – Expense (Location: Bangalore)

The Client Support Analyst I 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 would conduct work at the direction of Support Case Managers, Leads and/or Managers. 

Responsibilities:

• Respond to inquiries or issues regarding product functionality; research to fully diagnose or understand the issue or request then define solutions and respond within established timelines.
• When appropriate provide consultative guidance to customers, Support Case Managers or other internal team members 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 and Case Managers.
• Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions
• Provide updates within 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:

• Four or more years of experience troubleshooting software or hardware issues
• Four or more years in Technical Support role interfacing with customers
• Familiarity with business processes related to expense management
• Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

• Ability to manage multiple concurrent tasks
• Ability to effectively collaborate with team members
• Knowledgeable of Windows OS, basic security and its built-in applications
• Experience in utilizing a CRM system to track and resolve issues
• Strong analytical skills
• Proficient in written English communication skills
• Strong time management and prioritization skills
• Familiarity with SQL is a plus..

Experience: 3.5 years

Job Location: Bangalore

Contact Details:

Contact Person: Madhusmita

Contact Email ID: madhusmita.m@madhees.com

For more details please feel free to visit www.madhees.com

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