Serko is a leading hi-tech company providing corporate travel software and expense management solutions. We now have upwards of 200 employees in 5 countries with our US team based in Minneapolis. We're still small enough for everyone to know everyone but we're big enough to take on the big boys and win. And that's the plan. Due to Serko's ongoing success and growing customer base we now have an opportunity for a Support Analyst to join our Client Services Team for our Expense product based in Eden Prairie, Minneapolis.
The position will be responsible for providing functional support to clients and providing basic technical support on Expense management software, while relaying level 2 technical or payment processing issues to other employees.
Managing client issues via our issue tracking systems, email, and telephone, you will play a key role in the Serko InterplX team by:
Handling inbound calls, email messages and other client communications concerning all aspects of the Serko InterplX web based expense reporting and reimbursment service.
Creating solutions to product/application client problems and queries.
Resolving problems and queries in an effective and timely manner, adhering to SLAs.
Documenting suggestions for software improvements as requested by client administrators
Identifying and escalating more complex issues and working with the wider business to get them resolved.
High attention to detail and quality
Commitment to constant improvement
Problem solving You have extensive proven ability in effectively troubleshooting problems and testing solutions. You know how to plan and carry out an investigation into a given problem.
Strong customer service orientation You love going out of your way to ensure a customer receives the best possible service from you and your organisation. You grasp the difference between good customer service and superior customer service
Excellent written and spoken communication skills You have the ability to translate technical terms into clear customer-oriented language and the ability to converse with both end-users and IT people at all levels of the organisation in a collaborative and cooperative fashion. You stand out from the crowd because of your abilities as a communicator
Business acumen You understand the business/organisation/marketing context of business solutions
You have a demonstrable desire for personal growth, for autonomy and for continuous learning.
The successful candidate is likely to:
Serko's people work in a collaborative way, with energy and enthusiasm. We are looking for like minded people who wish to be a part of an organisation with a growing international reputation. If you're up for a challenge, and are excited about joining a local business with a growing international reputation, we'd love to hear from you.
To find out more about working at Serko InterplX go to http://www.serko.com/about-serko/