Sr. Enterprise Support Analyst

Overview: Concur, the world's leading provider of automated Employee Spend Management solutions, is looking for a motivated self-starter who has a passion for troubleshooting. This individual will act as a Senior Enterprise Support Analyst for Concur Travel & Expense. The Senior ESA engages with clients to resolve complex and/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 Redmond WA, Eden Prairie MN, or Alexandria VA. Concur (NASDAQ: CNQR) is the world's leading provider of on-demand Employee Spend Management services that enable organizations to globally control costs by automating the processes used to handle employee spending. Concur's end-to-end solutions seamlessly unite online travel booking with automated expense reporting, streamline meeting management and optimize the process of managing vendor payments, employee check requests and direct reimbursements. Concur's suite of on-demand services reach millions of employees across thousands of organizations around the world - streamlining business processes, reducing operating costs, improving internal controls and providing enhanced visibility and actionable expense analysis.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: Two or more years experience troubleshooting software/hardware issues. Two or more years in Technical Support role interfacing with customers. Associate degree in a technical field or equivalent experience. Ability to pass a background check. Job Specific Specialized Knowledge & Skills: Familiar with Windows OS, basic security and its built-in applications; Linux/Unix experience is a plus. Experience with SQL and writing SQL scripts is preferred. Experience working with a GDS based online/electronic travel booking system preferred. 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