Support Advocate

About the role

Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers — including NVIDIA, Whirlpool, Sony, and Trek — supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.

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.

Responsibilities

• 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 services
• Engage 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 customers
• Monitor live chat and answer phone and triage support portal requests in a timely manner
• Document and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools
• Document 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 engagement
• Assist in creation of customer-facing support documents
• Provide feedback to documentation page and create FAQs
• Be a change-agent to embrace and foster positive change attitudes amongst the team
• Demonstrate and promote Esker core value of "Good Vibes" within team setting
• Effectively manage daily and weekly tasks, and task switch as needed
• Know when to ask for help when blocked or questions of priority come up
• Use existing resources and documentation to answer customers' 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
• Perform other duties as assigned

Requirements

Education

Associate or Bachelor's 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 management
• Experience troubleshooting software issues and guiding users through resolution steps
• Experience working with cloud-based software platforms (highly desirable)
• Proven experience managing and cultivating positive working relationships with customers and coworkers
• Familiarity with ticketing systems and customer support tools
• Familiarity with JavaScript, XML, JSON, relational databases (a plus)
• Ability to remain calm and maintain professionalism while de-escalating challenging scenarios
• Ability to work as part of a team or independently to meet project goals
• Superior professional communication
• Superior 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.

Pay

Salary Range: $26.44/hour – $32.21/hour + Incentive

Schedule

This is a hybrid role; candidate must be able to come to the Middleton, WI office at least 2–3 days per week.

Benefits

• Student loan repayment assistance
• Flexible work schedule, summer hours, and work from home options
• Profit sharing options
• Paid time off for community outreach and volunteer opportunities
• Yearly stipend for employee wellness, hobbies, or educational activities
• Dog-friendly work environment
• Competitive salary and benefits package

Location Restrictions

We are currently not accepting applicants for this role from HI, AK, CA, MT, or DC.