About the Company
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.
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 perthe 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
Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities with peers and Tier 1 Support Specialist.
Education and Experience
Associate or Bachelor’sdegree, college diploma in related field and/or equivalent experience
1 year minimum of software support, customer service and/or transferable experience preferred
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
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 as a technical product knowledge resource for other Tier 1 CSEs
Functional knowledge of accounting practices and terminology as relevant to our product offerings
How We Hire
We 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.
