SAP SAP Concur - System Admin Client Support Analyst 

United States, Virginia 

568594712

Responsibilities

•Receive client inquiries via all access channels (Salesforce, Email, Phone, In-Person) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.

•Develop a trusted relationship while understanding and responding to customer needs.

•When appropriate provide consultative guidance to customers towards the resolution to their service issue.

•Engage cross-functional resources both internally and with customer organizations to solve problems.

•Effectively manage time, workload and shifting priorities.

•Providing high quality of work and identify opportunities for continual improvement.

•Communicate effectively with customers both verbally and in writing.

•Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities.

•Understand and explain features and benefits of the product line as it relates to customer needs.

•Meet or exceed customer expectations by anticipating and resolving their issues.

•Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status

•Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.

•Document interactions and issues in Salesforce.

•Be aware of, and comply with, all corporate policies.

•Be able to work in a team environment with flexible schedule.

•Be able to work a minimum 8 hours based on business need.

•MUST be a team player, including work any shift during business hours

We win with inclusion

Washington DC