Tier 2 Customer Support Expert I
Toronto, Ontario
Customer Success: – Support /
Full-Time /
Hybrid
Who We Are:
At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results.
Customer Support Experts are responsible for receiving inquiries from live customers during their usage of Emburse products and providing the appropriate service to address those inquiries. Inquiries from customers may consist of questions related to product functionality, reports of the product not working as expected, and/or other topics related to access, configuration and usage. Customer Support experts address these inquiries through providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate.
What you will do :
- Receive inbound and support cases via email, web form, telephone, live chat and/or internal escalation
- Receive support cases escalated for advanced or specialized product knowledge requirements
- 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
- Serve as a product knowledge expert for Emburse software within the area of responsibility and become a product expert for all new features
- Be able to independently address support cases regarding core and advanced functionalities, specialized configurations and known issues related to the assigned Emburse product(s) and area(s) of responsibility
- Maintain a functional level of knowledge regarding connected, integrated or partnered technologies applicable to the assigned Emburse product(s) and area(s) of responsibility, and address support cases involving the same
- Remain up-to-date with Emburse’s latest product releasesDemonstrate 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 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 and Implementation Specialists to provide excellent service to Emburse customers
- Collaborate with partners, and representatives of third-party vendors or connected/integrated technologies in support of mutual customers
- Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities with peers and Tier 1 CSEs
- Assist in onboarding of new Tier 1 CSEs through job-shadowing activities and encouraging adoption of processes and standards
What we are looking for :
- Education Required: Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
- Experience Preferred: 2 years minimum of software support, customer service and/or transferable experience 2 years’ experience using or administrating CRM, database-driven workflow products and/or financial management software preferred 2 years minimum experience working with Emburse products (or equivalent) within the area of responsibility
- Certifications Required: None
- 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 collaboratively as a technical product knowledge resource broadly within the organization
- Functional knowledge of accounting practices and terminology as relevant to our product offerings
- Functional knowledge of relevant accounting software as well as other connected, integrated or partnered technologies
- Proficiency with Emburse products within the area of responsibility and minimum 2 years’ experience demonstrating the same, or equivalent/transferable experience
Why Emburse?
Finance is changing—and at Emburse, we’re leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what’s next, not what’s slowing them down.
• A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize
their finance operations.
• A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-
world challenges.
• A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that
supports your success.
• A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making
for businesses everywhere.
Shape your future & find what’s next at Emburse.
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
