Customer Support Risk Associate
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 CFO’s give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
Customer Support Risk Associates 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 or the product not working as expected, and/or other topics related to access, configuration and usage. Customer Support Risk Associates 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 inbound and support cases via email, web form, live chat and/or internal escalation
- Receive support cases escalated for advanced or specialized product knowledge requirements
- Receive support cases escalated for service issues, customer sensitivity or urgency, independently or in collaboration with Customer Support Risk leadership and/or a Customer Success Manager
- Create, track, and update support tickets using software tools
- Address support cases within the set SLA 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
- Be able to 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 high 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, Risk Team, or Customer Support Risk leadership
- Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
- Assist in the validation and grooming processes for escalated product defects as necessary within 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 Account Managers, 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 authoritative internal technical product knowledge resource in collaborative training, testing and troubleshooting activities with all levels of CSRAs, members of Product, Engineering, Implementation, Risk, and other functional areas
- Assist in onboarding of new Customer Support Risk Associates through job-shadowing activities, encouraging adoption of processes and standards, conducting product and process orientation sessions and providing ad-hoc coaching on product knowledge and processes
- Demonstrate an advanced understanding of Visa Chargeback Guidelines and internal processes to assist customers with the chargeback process
- Assist with Cardholder KYC verification
- #LI-LH1
- #LI-Remote
What we're looking for:
- Must be able to work Saturday, Sunday and three days during the week.
- Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
- 3 years minimum of software support, customer service and/or transferable experience required
- 3 years experience using or administrating CRM, database-driven workflow products and/or financial management software preferred
- 3 years minimum experience working with Emburse products (or equivalent) within the area of responsibility preferred
- Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit required
- Strong technical acumen with the ability to pick up new software skills with ease required
- Excellent interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication at all levels of the organization required
- Experience using online web meeting presentation software required
- The ability to act as a technical product knowledge authority broadly within the organization highly preferred
- Strong knowledge of accounting practices and terminology as relevant to our product offerings highly preferred
- Proficiency with relevant accounting software as well as other connected, integrated or partnered technologies highly preferred
- Proficiency with Emburse products within the area of responsibility and minimum 3 years’ experience demonstrating the same, or equivalent/transferable experience required
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.