Support Advocate

Esker•Middleton, WI

6d•$26 - $32•Hybrid

About The Position

Join Esker as a Support Advocate. Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers - including NVIDIA, Whirlpool, Sony, and Trek - supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO. As a Support Advocate, you will be responsible for providing tier 1 technical support for our cloud-based software. Your primary duty will be to assist existing customers by guiding them through specific tasks within the software and troubleshooting any issues they encounter. Your role is crucial in ensuring our customers have a seamless experience with our product, fostering customer satisfaction and retention.

Requirements

2+ years experience in technical support, customer service, customer training, or account management
Experience in troubleshooting software issues and guiding users through resolution steps.
Experience working with cloud-based software platforms is highly desirable.
Proven experience managing and cultivating positive working relationships with customers and coworkers
Ensure a positive customer experience through outreach and collect feedback through customer engagement
Familiarity with ticketing systems and customer support tools.
Familiarity with Javascript, XML, JSON, relational databases is a plus
Familiarity with ticketing systems and customer support tools.
Ability to remain calm and maintain professionalism while de-escalating challenging scenarios
Ability to work as part of a team or independently to meet project goals
Superior professional communication
Superior time management skills

Nice To Haves

Experience working with cloud-based software platforms is highly desirable.
Familiarity with Javascript, XML, JSON, relational databases is a plus

Responsibilities

Lead a holistic approach in resolving support tickets and providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services
Engage with customers to explain technical operation and provide tier 1 support of the Esker solution via calls or email. Provide technical details in a non-technical way with internal stakeholders and customers
Monitor live chat and answer phone and triage support portal requests in a timely manner
Document and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools
Document customer feedback and convey back to the customer experience team and other departments as appropriate.
Ensure a positive customer experience through outreach and collect feedback through customer engagement
Assist in creation of customer-facing support documents
Providing feedback to documentation page and creating FAQ
Be a change-agent to embrace and foster positive change attitudes amongst the team.
Demonstrates and promotes Esker core value of "Good Vibes" within team setting
Should be able to effectively manage their daily and weekly tasks, and task switch as needed.
Should know when to ask for help when blocked or questions of priority comes up.
Use existing resources and documentation to answer customer's tier 1 questions.
Assist with customers that need more education in how Esker should be utilized.
Present on technical topics to internal teams and customers
Perform other duties as assigned