Support Specialist

About the CompanyAt 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.Essential FunctionsReceive inbound support cases via email, web form, telephone and/or live chatCreate, track, and update support tickets using software toolsAddress support cases in a timely manner as per the established standards for the role, functional area and/or business unitProvide clear and accurate communication with customers through various channelsPerform testing, troubleshooting and analysis activities as required to address support casesMaintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriatenessPerform research, internal consultation and collaboration regarding product functionality relevant to support casesPerform administration or product configuration tasks via internal tools when appropriate as part of support case resolutionCommunicate, collaborate with and elevate to partners and other third-party vendors as required to address support casesBe 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 responsibilityRemain 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 responsibilityIdentify cases which must be transferred or escalated to another internal group such as Tier 2 Support, Customer Success Managers, Product Management or Customer Support leadershipIdentify, reproduce, document and elevate potential product defects as per defined processes for the functional area and/or business unitMeet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unitCollaborate with other cross-functional teams including Customer Success ManAct as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities with peers and Tier 1 Support Specialist.Education and ExperienceAssociate or Bachelor’s degree, college diploma in related field and/or equivalent experience1 year minimum of software support, customer service and/or transferable experience preferredRequired SkillsStrong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unitStrong technical acumen with the ability to pick up new software skills with easeExcellent interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication at all levels of the organizationExperience using online web meeting presentation softwareThe ability to act as a technical product knowledge resource for other Tier 1 CSEsFunctional knowledge of accounting practices and terminology as relevant to our product offeringsHow We HireWe value great candidate experiences and commit to providing a transparent interview process and responsive communication. Qualified candidates will be asked to complete a short technical screening, after which interviews are scheduled with several engineers at Emburse. During the interview process, you'll have the opportunity to speak openly with engineers about their experiences working at the company. We're productive with decisions and usually complete the interview process with a candidate within two weeks.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.#J-18808-Ljbffr