.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 CFOs give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups to enterprises. We have more than 16,000 clients and 9 million users globally. Emburse has offices across North America, including Los Angeles, Montreal, Portland (ME), San Diego, San Francisco, and Toronto, as well as locations in the UK, Germany, Spain, Australia, and the Netherlands.Emburse is a proud recipient of a 2020 Tech Cares Award from TrustRadius and a 2020 IDC SaaS CSAT Award for Travel and Expense. These awards celebrate companies that have gone above and beyond to provide their communities, clients, and front-line workers with support during the COVID-19 pandemic. We are a people-first company, and this award is a testament to our mission to humanize work. Follow us to stay updated on news and job openings!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
