Customer Support Expert

Customer Support Expert

Customer Support Experts are responsible for receiving inquiries from live customers during their usage of the client’s 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.

Essential Functions

  • Receive inbound support cases via email, web form, telephone, and/or live chat
  • 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
  • Be able to independently address support cases regarding core functionalities, common “how-to” questions, and known issues related to the assigned Emburse product(s) and area(s) of responsibility
  • Remain up-to-date with Emburse’s latest product releases
  • Demonstrate 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 Tier 2 Support, 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 Manager

Education

Required:

Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required

Experience

Required:

  • 1 year minimum of software support, customer service and/or transferable experience

Additional Eligibility Qualifications

Required Skills:

  • 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
  • Strong interpersonal and teamwork skills, with the ability to establish credibility, trust, and clear communication throughout the team or functional area

Preferred:

  • Experience using online web meeting presentation software preferred
  • Customer service experience preferred but not required
  • Knowledge of accounting practices and terminology preferred, but not required

Core Competencies

  • Problem Solving/Critical Thinking
    • Analysis/Reasoning
    • Mathematical reasoning
    • Problem-solving
  • Personal Effectiveness
    • Accountability/Dependability
    • Adaptability/Flexibility
    • Ethics/Integrity
    • Time Management
    • Attention to detail
    • Personal development/Continual learning
    • Commitment to the job 
  • Interaction with Others
    • Teamwork
    • Relationship building
    • Diversity and inclusion
    • Influencing others
    • Listening
  • Business Acumen
    • Compliance/best practices
  • Leadership
    • Cultural awareness
Job Category: Customer Service
Job Type: Full Time
Job Location: Remote

Apply for this position

Allowed Type(s): .pdf, .doc, .docx