The Team

Managing care services customer working for US customers (Working hours: 6:00 PM – 3:00 AM IST)

Managing care services customer working for US customers. This team services Concur’s premium support deliverables. The team works directly with the customer’s authorized support contact and deliverables solutions on customer systems in live system.

The Role

Concur Service Administrator is a designated configuration expert, assigned to assist Concur customers solve configuration cases. A successful individual in this position will manage and maintain the customer’s configuration; adding, editing or removing configurable options as necessary.

The Care services team member will be responsible for the following activities:

1. Fulfill customer configuration needs.
2. Work with customers to analyze the requirements and provide suitable solutions.
3. Report and present complete details of work performed.
4. Adhere to SAP Concurs rules of engagement for working with customer.
5. Ensure adherence & improvement of set KPIs such as SLAs, technical expertise , customer satisfaction.
6. Work towards removing roadblocks in terms of team’s knowledge.
7. Manage customer escalation and liaise with internal teams.
8. Coach team members towards higher performance levels.
9. Work towards improving customer satisfaction from the Service Administration and care services portfolio.
10. Provide technical expertise at situations which demand higher level of expertise.

Experience

1. Ability to understand complex business requirements.
2. Able to work with complex customer situations and translate requirements into configuration. Apply disciplined approach towards solving customer cases.
3. Technical competence towards system configuration.
4. Good people management skills.
5. Should have managed complex customer situation.
6. Creative solution development.
7. Excellent communication and presentation skills.
8. Analysis and troubleshooting skills.
9. Knowledge of software deployment life cycle and testing practices.
10. Strong computer skills / Microsoft Office knowledge.
11. Knowledge about programming skills is a plus.
12. Ability to present data in a skilled manner is highly desirable.