Tier 2 Customer Support Expert, Emburse
Salary not provided
Junior and Mid level
Toronto
Spend optimization platform
Be an early applicant
Spend optimization platform
501-1000 employees
FintechB2BAccountingAutomation
Be an early applicant
Salary not provided
Junior and Mid level
Toronto
501-1000 employees
FintechB2BAccountingAutomation
Company mission
To humanize work by empowering employees, approvers, finance professionals and CFOs to eliminate manual, time-consuming tasks so they can focus on what matters most.
Role
Who you are
- Education Required: Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
- Experience Preferred: 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
- Certifications Required: None
- 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 collaboratively as a technical product knowledge resource broadly within the organization
- Functional knowledge of accounting practices and terminology as relevant to our product offerings
- Functional knowledge of relevant accounting software as well as other connected, integrated or partnered technologies
- Proficiency with Emburse products within the area of responsibility and minimum 2 years’ experience demonstrating the same, or equivalent/transferable experience
What the job involves
- 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
- Receive inbound and support cases via email, web form, telephone, live chat and/or internal escalation
- 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 releasesDemonstrate 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
Our take
Keeping track of spend is a vital capability for businesses - one that has been complicated by the switch to digital payments, an increase in remote working, and inflation, among other things. Emburse supplies a platform to manage and optimize spend, that removes the need for manual processes, speeding them up whilst keeping them compliant and delivering insights into spend trends.
Emburse's platform covers travel, employee and centralized spend, with a range of capabilities including automated purchasing, technology assisted human audit, and smart data reporting. Upwards of 18,000 organizations make use of the company's offering, with notable clients including Microsoft and Bosch, and it has been recognized as an industry leader - all boding well for its future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
-5% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2016
$0.2m
SEED
Jun 2015
$4.2m
SEED
Total funding: $4.4m
Company benefits
- Keep work and life balanced with generous paid time off for every employee and flexible work schedules
- Every employee can volunteer for a cause that matters to them, because enriching the community matters
- New parents receive paid leave so they can focus on bonding with a new addition to their happy family
- We have medical, dental, vision, disability and life insurance plans that can fit any family size and lifestyle—including health savings accounts (HSA)
- We offer a generous match to pre- or post-tax retirement savings accounts so employees can worry less about the future—plus expert legal planning services for trusts, wills and more. We also offer financial planning services
- Our pre-tax flexible spending account (FSA) helps to pay for approved medical expenses, plus a transit benefit to ease the costs of commuting
- What’s the purpose of living without a little fun? Our offices have quarterly outings, a delicious supply of snacks and beverages, along with Friday get-togethers to build a strong community at work
Company HQ
Miracle Mile, Los Angeles, CA
Leadership
Marne Martin
(CEO)Non Executive Board Member at Riskonnect. Former CSOP and President of IFS, and CEO at WorkWave.
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