Emburse

Support Specialist

Emburse

full-time

Posted on:

Location Type: Hybrid

Location: Tortosa • 🇪🇸 Spain

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Job Level

Junior

About the role

  • Receive inbound support cases via email, web form, telephone and/or live chat
  • 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
  • Be able to independently address support cases regarding core functionalities, common “how-to” questions and known issues related to the assigned Emburse product(s) and area(s) of responsibility
  • 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 Tier 2 Support, Customer Success Managers, Product Management or Customer Support leadership
  • Identify, reproduce, document and escalate potential product defects as per defined processes for 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 Customer Success Managers

Requirements

  • Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience
  • 1 year minimum of software support, customer service and/or transferable experience preferred
  • Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
  • Strong technical acumen with the ability to pick up new software skills with ease
  • Excellent interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication at all levels of the organization
  • Experience using online web meeting presentation software
  • The ability to act as a technical product knowledge resource for other Tier 1 CSEs
  • Functional knowledge of accounting practices and terminology as relevant to our product offerings
Benefits
  • Equal employment opportunities (EEO) for all employees and applicants
  • Transparent interview process

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
software supporttroubleshootingproduct configurationtestinganalysistechnical product knowledgeaccounting practicescustomer service
Soft skills
written communicationverbal communicationinterpersonal skillsteamworkcredibilitytrustclear communication
Certifications
Associate degreeBachelor's degreecollege diploma