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Customer Support Specialist, Software Application Support
EmburseCustomer Support Specialist providing tech support for SMB and Mid-Market clients on the Emburse Professional platform. Managing support cases and utilizing AI tools for service delivery.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical aptitude and problem-solving instincts to effectively manage and resolve support tickets while leveraging AI tools for efficient solutions. Exhibits excellent communication skills and adaptability in a dynamic technology environment.
Highest-signal resume keywords
Technical AptitudeProblem-SolvingStrong Communication SkillsAI Tools UtilizationTicket Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Adaptable MindsetNatural Troubleshooter
Tools & Technologies
AI ToolsInternal Documentation
Industry Keywords
Inbound SupportTicket ResolutionTriageEscalationClient Support
About the role
Key responsibilities & impact- Support the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM
- Own Your Queue: Manage and resolve 12–20 tickets per day
- Triage & Escalate: Answer baseline product questions and escalate complex issues to Tier 2 team
- Embrace Modern Tech: Leverage internal documentation and AI tools to accelerate ticket resolution times
- Train for Success: Start with an 8:30 AM – 4:30 PM schedule for training before transitioning to permanent shift
Requirements
What you’ll need- Technical Aptitude: An innate ability to pick up technical concepts with ease
- Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle
- Communication Power: Strong written and verbal communication skills
- Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter, not harder
- Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads
Benefits
Comp & perks- Competitive pay
- Flexible work
- Inclusive work environment
- Collaborative environment