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client support analyst (expense) - in Bengaluru

bengaluru, karnataka
position type
reference number
randstad india
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job description

As a Client Support Analyst, you will provide resolutions to customer issues that are escalated from the call center or logged over the web. The support is often consultative and addresses intermediate to advanced service related issues. You will conduct work at the direction of Support Case Managers, Leads and/or Managers.

� Respond to inquiries or issues regarding product functionality; research to fully diagnose or understand the issue or request; define solutions and respond within established timelines
� Provide consultative guidance to customers, Support Case Managers or other internal team members towards the resolution of their service issues
� Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve the same
� Effectively manage expectations that are set with customers and Case Managers
� Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions
� Provide updates within SLA guidelines on active issues to gain additional information or to advise regarding status
� Interface with other internal departments as necessary to resolve customer issues
� Maintain working knowledge of company products including new releases and new products
� Be aware of and comply with all corporate policies


Client Introduction
The client is an IT product company and provides travel and expense management services to businesses worldwide. Headquartered in Washington, the company has operations in over 100 countries.


� Two or more years� experience troubleshooting software or hardware issues
� Two or more years� experience in a Technical Support role interfacing with customers
� Familiarity with business processes related to expense management
� Ability to manage multiple concurrent tasks and effectively collaborate with team members
� Experience in utilizing a CRM system to track and resolve issues
� Strong analytical and communication skills, time management and prioritization skills
� Familiarity with SQL is a plus

Job location: Bangalore
Experience: 2 � 6 Years (Minimum 2 years experience required)
CTC: Upto 6.5L per annum
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