Customer Support Specialist (software application support)

Emburse•Toronto, ON

4d•Onsite

About The Position

Emburse is seeking a tech-savvy, solutions-oriented Customer Support Specialist to join their growing tech support cluster in Toronto. This role focuses on supporting SMB and Mid-Market clients on the Emburse Professional platform. The role operates on a permanent 11:00 AM – 7:00 PM shift (with temporary 8:30 AM – 4:30 PM hours during initial training). This position is ideal for someone with a high aptitude for learning technology, who enjoys solving puzzles, and wants to leverage cutting-edge tech (including AI support tools) to deliver world-class service.

Requirements

An innate ability to pick up technical concepts with ease.
A natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle.
Strong written and verbal communication skills.
Ability to explain technical solutions clearly and professionally.
Comfortable with changing technology and excited about using AI tools to work smarter, not harder.
Ability to work out of our Toronto hub alongside our local team and Team Leads.
Love the idea of an 11 AM start time and thrive in mid-day to evening operational windows.
Desire to be part of a tight-knit team of 10 where metrics are visible and growth is supported.
A goal to get your foot in the door, crush baseline targets, and learn the product inside out to scale your career in tech.

Responsibilities

Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM, ensuring our afternoon and West Coast queues remain clear.
Manage and resolve 12–20 tickets per day, smoothly balancing quick "how-to" answers with deeper, analytical technical troubleshooting.
Answer baseline product questions and know exactly when to troubleshoot a complex issue versus when to document and escalate it to our Tier 2 team.
Leverage internal documentation, system logs, and modern AI tools to accelerate ticket resolution times and improve accuracy.
Complete comprehensive product training on an 8:30 AM – 4:30 PM schedule before transitioning to the permanent shift.