Sr. Enterprise Support Analyst

Overview:
Engages with clients to resolve complex or high priority service related and customer issues received via various channels, including web, chat, e-mail or telephone.

This position can be located in Alexandria VA, Eden Prairie MN, or Redmond WA.

Responsibilities:
• Receive customer inquiries via web site and/or phone regarding product specifications; respond to customer within established timelines.
• Receive customer issues via web site and/or phone regarding product functionality/problems; research with the customer to fully diagnose the issue; respond to customer within established timelines by developing creative solutions; log in customer problems and assign issue number.
• Troubleshoot and resolve complex or high priority issues immediately or determine resources required to resolve.
• Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve.
• Escalate unresolved customer issues as necessary to ensure timely resolution.
• Routinely update the customer following SLA guideline on active issues to gain additional information or advise of status.
• Interface with other Concur departments as necessary to resolve customer issues.
• Maintain working knowledge of Concur products including new releases and products.
• Write, peer reviews and/or edit high-quality knowledge-base information regarding Concur products or issues about Concur products.
• Provide training, advice and guidance to other Concur Service Central Enterprise Support Analysts to resolve specific issues; may assign issues to Enterprise Support Analysts.
• Be aware of, and comply with, all corporate policies.

Qualifications:
Education, Experience & Training required:
• Associate degree in a technical field or equivalent experience.
• Three or more years in a technical support role for a GDS based online/electronic travel booking system.
• Two or more years experience troubleshooting software/hardware issues.
• Two or more years in Technical Support role interfacing with customers.
• Ability to pass a background check.

Job Specific Specialized Knowledge & Skills:
• Strong knowledge of GDS systems and troubleshooting online/electronic GDS based booking systems.
• Familiar with Windows OS, basic security and its built-in applications; Linux/Unix experience is a plus.
• Any experience with SQL and writing SQL scripts is a plus.


• Experience in utilizing CRM system to track and resolve issues.
• Strong analytical, written and verbal communication skills.
• Strong time management and prioritization skills.
• Accounting or finance experience preferred.

Critical Performance Competencies:
• Coaching
• Leadership
• 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


To Apply for this position, please CLICK HERE