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Customer Support Expert I

5 months ago

Toronto, Canada Emburse Full time

At Emburse our mission is to help make our users’ lives - and their businesses - better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most - their family, community, or more rewarding work. We help CFO’s give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.

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 by 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.

**What you'll do**:

- 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 Man
- #LI-BM
- #LI-Hybrid

**What we're looking for**:

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

Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.