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Posted: Thursday, February 8, 2018 8:37 AM


Requisition ID:
Work Area: Customer Service and Support
Expected Travel: 0 : 10
Career Status: Professional
Employment Type: Regular Full Time
COMPANY DESCRIPTION
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Job Overview:
The Client Support Analyst II provides resolution to customer issues that are escalated through all access channels. The support is often consultative and addresses intermediate to advanced service related issues. The Client Support Analyst II applies subject matter expertise in the area of expense reimbursement.
Responsibilities:
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Receive client inquiries via all access channels (Salesforce, Email, Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
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When appropriate provide consultative guidance to customers towards the resolution to their service issue.
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Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
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Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve.
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Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
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Routine maintenance, troubleshooting, and development.
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Proper escalation and routing of customer issues and requests.
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Communicating issues with IT and PD to resolve urgent or escalated issues when needed.
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Evaluating incoming and existing tasks and routing them to the appropriate team.
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Utilize various methods of retrieving logs and locating logs manually if needed.
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Effectively manage expectations that are set with customers.
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Maintain accurate, high:quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.
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Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.
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Interface with other Concur departments as necessary to resolve customer issues.
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Be aware of and comply with all corporate policies.
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Be able to be on:call during some holidays for emergency issues.
Typical Tasks:
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Troubleshoot routines for errors and provide solutions or enhancements.
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Create and review database queries.
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Assist clients with account related issues.
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Communicate effectively with internal and external clients using various means of communication.
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Create or enhance written policies.
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Read and interpret log files and stack traces
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Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.
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Provide training and mentoring coworkers and clients
Education, Experience and Training required:
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Associates degree in a technical field or equivalent experience (Bachelor's degree preferred)
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Two or more years of troubleshooting software/hardware issues.
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Two or more years in Technical Support role interfacing with customers
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One or more years of experience using/support agency automation software
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Ability to pass a background check
Job:Specific Knowledge and Skills:
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Experience with Travel industry or accounts payable systems a plus.
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Excellent analytical, written and verbal communication skills, including persuasion and documentation skills.
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Ability to com

Source: https://www.tiptopjob.com/jobs/77868645_job.asp?source=backpage


• Location: Seattle

• Post ID: 62117867 seattle
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