Enterprise Support Analyst I

Overview:
Concur (NASDAQ: CNQR) is the world's leading provider of business services that automate Employee Spend Management. Concur's solutions are trusted by thousands of companies worldwide and feature the flagship Concur Expense. This comprehensive Web-based service manages travel and entertainment expenses and includes Concur Imaging to eliminate the hassle of managing paper receipts and Concur Analysis for turning raw expense data into valuable business intelligence. Together, these solutions provide rapid ROI by streamlining business processes, reducing operating costs, improving internal controls and empowering financial managers to apply greater insight into their company's spending patterns. More information about Concur is available at www.concur.com

Concur ranks among the world's top 10 on-demand service providers by IDC - the premier global provider of market intelligence, advisory services, and events. Read more about this ranking in the press release on www.concur.com

Responds to and resolves straight forward service related and customer issues received via the Client Support web site or via telephone inquiries.

Responsibilities:
• Research with the customer to fully diagnose the issue; respond to the customer within established timelines utilizing standardized solutions.
• Resolve straight-forward cases immediately; determine resources required to resolve more complex cases.
• Troubleshoot cases and follow appropriate documentation steps to annotate all activities undertaken in order to resolve.
• Escalate unresolved customer issues as necessary to ensure timely resolution
• Routinely update the customer on open cases to gain additional information or advise of status.
• Identify service gaps and escalate as appropriate.
• Train customers on basic production functionality.
• Interface with other Concur departments as necessary to resolve customer issues
• Develop and maintain working knowledge of Concur products including new releases and products
• Contribute knowledge-base information regarding Concur products or issues about Concur products.
• Test new product functionality as needed.
• Other duties as assisted by manager.
• Be aware of, and comply with, all corporate policies.

Qualifications:
Education, Experience & Training required:
• Associate degree in a technical field or equivalent experience


• One or more years experience troubleshooting software/hardware issues
• One or more years in Technical Support role interfacing with customers
• Ability to pass a background check

Job Specific Specialized Knowledge & Skills:
• One or more years experience working with database technology and SQL scripting
• One or more years experience in working in enterprise PC/Mac LAN/VPN environments
• One or more years experience in supporting with multi-tier applications such as End user/Web server/DB server;
• Java application server such as BEA WebLogic or Tomcat is a plus
• Familiar with Windows OS, basic security and its built-in applications; Linux/Unix experience is a plus
• Experience in utilizing CRM system to track and resolve issues preferred
• Strong analytical, written and verbal communication skills
• Strong time management and prioritization skills
• Accounting or finance experience preferred
• Ability to work a set shift anytime during regular business hours (currently 5am-5pm PST).

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:
• 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:
• Multiple concurrent tasks
• Ability to perform under stress
• Reading and comprehension
• Writing
• Problem solving
• Confidentiality
• Customer contact

Working environment (where major activities are carried out):
• Indoors in an office or control room

Working hours:


• 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
• Flexibility as to the specific working hours may be required or available


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