Who you are

• Education Required: Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
• Experience Preferred: 2 years minimum of software support, customer service and/or transferable experience 2 years’ experience using or administrating CRM, database-driven workflow products and/or financial management software preferred 2 years minimum experience working with Emburse products (or equivalent) within the area of responsibility
• Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
• Strong technical acumen with the ability to pick up new software skills with ease
• Excellent interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication at all levels of the organization
• Experience using online web meeting presentation software
• The ability to act collaboratively as a technical product knowledge resource broadly within the organization
• Functional knowledge of accounting practices and terminology as relevant to our product offerings
• Functional knowledge of relevant accounting software as well as other connected, integrated or partnered technologies
• Proficiency with Emburse products within the area of responsibility and minimum 2 years’ experience demonstrating the same, or equivalent/transferable experience

What the job involves

• Customer Support Experts are responsible for receiving inquiries from live customers during their usage of Emburse products and providing the appropriate service to address those inquiries
• Inquiries from customers may consist of questions related to product functionality, reports of the product not working as expected, and/or other topics related to access, configuration and usage
• Customer Support experts address these inquiries through providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate
• Receive inbound and support cases via email, web form, telephone, live chat and/or internal escalation
• Receive support cases escalated for advanced or specialized product knowledge requirements
• Create, track, and update support tickets using software tools
• Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit
• Provide clear and accurate communication with customers through various channels
• Perform testing, troubleshooting and analysis activities as required to address support cases
• Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness
• Perform research, internal consultation and collaboration regarding product functionality relevant to support cases
• Perform administration or product configuration tasks via internal tools when appropriate as part of support case resolution
• Communicate, collaborate with and escalate to partners and other third-party vendors as required to address support cases
• Serve as a product knowledge expert for Emburse software within the area of responsibility and become a product expert for all new features
• Be able to independently address support cases regarding core and advanced functionalities, specialized configurations and known issues related to the assigned Emburse product(s) and area(s) of responsibility
• Maintain a functional level of knowledge regarding connected, integrated or partnered technologies applicable to the assigned Emburse product(s) and area(s) of responsibility, and address support cases involving the same
• Remain up-to-date with Emburse’s latest product releasesDemonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility
• Identify cases which must be transferred or escalated to another internal group such as Customer Success Managers, Product Management or Customer Support leadership
• Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
• Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
• Collaborate with other cross-functional teams including Customer Success Managers and Implementation Specialists to provide excellent service to Emburse customers
• Collaborate with partners, and representatives of third-party vendors or connected/integrated technologies in support of mutual customers
• Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities with peers and Tier 1 CSEs
• Assist in onboarding of new Tier 1 CSEs through job-shadowing activities and encouraging adoption of processes and standards

Benefits

• Keep work and life balanced with generous paid time off for every employee and flexible work schedules
• Every employee can volunteer for a cause that matters to them, because enriching the community matters
• New parents receive paid leave so they can focus on bonding with a new addition to their happy family
• We have medical, dental, vision, disability and life insurance plans that can fit any family size and lifestyle—including health savings accounts (HSA)
• We offer a generous match to pre- or post-tax retirement savings accounts so employees can worry less about the future—plus expert legal planning services for trusts, wills and more. We also offer financial planning services
• Our pre-tax flexible spending account (FSA) helps to pay for approved medical expenses, plus a transit benefit to ease the costs of commuting
• What’s the purpose of living without a little fun? Our offices have quarterly outings, a delicious supply of snacks and beverages, along with Friday get-togethers to build a strong community at work