Tier I Customer Support Expert I

2 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 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.

**What You'll Do**:

- 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 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
- 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
- #LI-LH1
- #LI-REMOTE

**What We're Looking For**:

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

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