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| 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 Person: Madhusmita
Contact Email ID: madhusmita.m@madhees.com
For more details please feel free to visit www.madhees.com
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