*This is a hybrid role, and candidate must be able to come to the Middleton, WI office at least 2 - 3 days per week*

*Posting will close Monday, October 6 at 11:59pm (CST). Please apply by then to be considered*

Love solving tricky tech problems? Enjoy collaborating with customers? Join us as a Support Advocate and work with a fun, fast-moving team to deliver smart solutions and make an impact every day!

 

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.

Key Tasks/Duties:

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 servicesEngage 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 customersDocument and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration toolsDocument 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 engagementAssist in creation of customer-facing support documentsProviding feedback to documentation page and creating FAQBe a change-agent to embrace and foster positive change attitudes amongst the team.Demonstrates and promotes Esker core value of "Good Vibes" within team settingShould 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

Education Requirements:

Associate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.

Essential Experience:

2+ years experience in technical support, customer service, customer training, or account managementExperience 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 coworkersEnsure a positive customer experience through outreach and collect feedback through customer engagementFamiliarity with ticketing systems and customer support tools.Familiarity with Javascript, XML, JSON, relational databases is a plusFamiliarity with ticketing systems and customer support tools.Ability to remain calm and maintain professionalism while de-escalating challenging scenariosAbility to work as part of a team or independently to meet project goalsSuperior professional communicationSuperior time management skills

Working Conditions:

Prolonged periods sitting at a desk and working on a computer

Travel:

Ability to travel up to 5% of working hours

Salary Range: $27.85/hour - $31.25/hour + Incentive

 

Employee Benefits

Student loan repayment assistanceFlexible work schedule, summer hours, and work from home optionsProfit sharing optionsPaid time off for community outreach and volunteer opportunitiesYearly stipend for employee wellness, hobbies, or educational activitiesDog-friendly work environmentCompetitive salary and benefits package

 

Who We Are

Established in 1985, Esker has grown into a leading provider of AI-driven process automation software with over 1,000 employees and 1,700 customers worldwide. Companies such as Arizona Cardinals Football Club, Whirlpool, Sony, Trek, Heineken, and many more use our cloud-based solutions to run more efficient and cost-effective business processes, improve customer and supplier relationships, increase employee productivity and morale, and enhance global visibility, scalability and compliance. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.

 

Come as You Are 

Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants on the basis of: race, color, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, military or veteran status, and any other characteristic protected by applicable law.