Client Representative on Provisioning team for TELUS ensuring seamless security solutions. Collaborating with technicians to provision alarm installations and upgrades.
About the role
- Customer Support Expert assisting users with Emburse products through inquiries and troubleshooting. Manage cases across multiple communication channels while maintaining high service standards.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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