Support Advocate

Join Esker as a Support Advocate 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. 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 customersMonitor live chat and answer phone and triage support portal requests in a timely mannerDocument 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 customersPerform other duties as assigned 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: $26.44/hour - $32.21/hour + Incentive 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 Wednesday, September 23 at 11:59pm (CST). Please apply by then to be considered* 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 We are currently not accepting applicants for this role from HI, AK, CA, MT, or DC. 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.