Tier 2 Customer Support Expert

We are looking for a Tier 2 Customer Support Expert to join our team at Emburse. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results. The ideal candidate will have strong written and verbal communication skills, technical acumen, and experience using software support, customer service, and/or transferable experience.

Requirements

• Receive inbound and support cases via email, web form, telephone, live chat and/or internal escalation
• Create, track, and update support tickets using software tools
• 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
• 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
• Identify cases which must be transferred or escalated to another internal group such as Customer Success Managers, Product Management or Customer Support leadership
• 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

Benefits

• Competitive pay
• Flexible work
• Inclusive, collaborative environment
• Equal employment opportunities (EEO) to all employees and applicants for employment