Tier 2 Customer Support Expert at Emburse

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Travel Technology, Expense Management, SaaSIndustries

Requirements

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

Responsibilities

Receive inbound 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
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

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingTicket ManagementLive ChatTelephone SupportProduct ConfigurationEmail SupportTechnical AnalysisInternal ToolsEscalation Handling

Questions & Answers

Common questions about this position

What does a Tier 2 Customer Support Expert do at Emburse?

You will receive inbound support cases via email, web form, telephone, live chat, and escalations, create and track tickets, provide clear communication to customers, perform testing and troubleshooting, and escalate issues when needed.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills are needed to succeed as a Customer Support Expert?

Key skills include advanced product knowledge, troubleshooting and analysis, clear verbal and written communication, ticket management, and collaboration with internal teams and vendors.

What is the company culture like at Emburse?

Emburse focuses on building the future with technology that drives business value, emphasizing customer support experts who provide prompt service and maintain high communication standards.

Emburse

Automates accounts payable and expense management

About Emburse

Emburse automates accounts payable processes and expense management for businesses. Its software solutions help organizations manage invoices and expenses more efficiently by providing tools for invoice capture, approval routing, and faster payments. This automation reduces the need for additional staff in accounts payable and helps prevent cash flow issues. Emburse differentiates itself from competitors by offering personalized support and seamless integration with various technology solutions and travel providers, ensuring smooth data flow. The company's goal is to simplify financial workflows, allowing businesses to save time and money while improving spend visibility and control.

Los Angeles, CaliforniaHeadquarters

2015Year Founded

$4.2MTotal Funding

SEEDCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Remote Work Options

Risks

Legal issues with a former employee could harm Emburse's reputation and finances.

Emerging fintech startups pose competitive threats with lower-cost solutions.

Economic uncertainties may affect the adoption of travel and expense management tools.

Differentiation

Emburse offers AI-powered solutions for expense management and accounts payable automation.

The company provides integrated travel and expense management with tools like Emburse Book.

Emburse's SaaS model allows seamless integration with hundreds of technology solutions.

Upsides

Growing demand for AI-powered financial solutions boosts Emburse's market potential.

Partnership with Finexio enhances Emburse's digital ecosystem and service offerings.

Recognition in IDC MarketScapes highlights Emburse's leadership in AP automation.

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