Client Support Analyst I – Concur Travel (Location: Bangalore) |
The Client Support
Analyst I – Concur Travel, 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 departments as necessary to resolve customer issues
·
Maintain
working knowledge of 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
Position
Requirements
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.
Experience: 3.5 years
Job
Location: Bangalore
Contact Details:
Contact Details:
Contact
Person: Madhusmita
Contact
Email ID: madhusmita.m@madhees.com
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