Client Support Analyst I

Bogo City, Cebu – Responsibilities: – ?Receive client inquiries via all access channels (Clarity, 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. – ?Direct the team’s workflow and client engagements to ensure a high level of client satisfaction with Support. – Evaluating incoming and existing tasks and routing them to the appropriate team. – Utilize various methods of retrieving logs and locating logs manually if needed. – ?Read and interpret log files and stack traces. Typical Tasks: – ?Familiarity with customer service and support for software or other information technology products. – ?Monitor and process flows to ensure that client cases are progressing through the workflow. – ?Serve as a first level of escalation and work directly with clients on escalated cases and concerns. – ?Regularly interface with other Concur departments to resolve cu…

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