Support Analyst

• 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, July 16 at 11:59pm (CST). Please apply by then to be considered*

As a Support Analyst, you will be responsible primarily for providing tier 2 technical support to customers utilizing our cloud-based software. Your primary focus will be investigating and resolving complex technical issues, utilizing critical thinking and technical expertise to diagnose problems, and implementing long-term solutions. You will collaborate closely with other support team members and escalate issues as necessary to ensure timely resolution for our customers. Your role is crucial in ensuring our customers have resolution with our product, fostering customer satisfaction and retention.

Key Tasks/Duties:

• Resolve primarily tier 2 support tickets by diagnosing issues and providing resolution details to the customer
• Respond to all cases included within service level agreements via calls or email
• Proactively calls customers during critical down issues, for clarity of understanding, and to facilitate a positive customer experience in a timely manner
• Facilitate voice of the customer by documenting and forwarding customer feedback to appropriate teams.
• Document and escalate complex issues to the appropriate internal teams for resolution using your knowledge of the correct escalation pathways, case management system, and internal collaboration tools.
• Assist support advocates in creation of customer-facing support documents.
• Respond to critical tickets appropriately.
• Be a change-agent to embrace and foster positive change attitudes amongst the team.
• Demonstrates and promotes Esker core value of "Good Vibes" within team setting
• Should 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.
• Trouble-shoot issues that arise in the course of investigation of the customer solution and resolve or route appropriately
• Use their technical knowledge, internal troubleshooting guides, and problem-solving skills to diagnose the cause of the issue and recommend the best solution.
• For complex issues, may escalate a problem to more experienced, knowledgeable, specialized, or senior support specialists.
• Able to solve typical problems (80%); contributes to most complex problems
• Lead conversations with customers to help resolve cases for frustrated customers
• Collaborate with their team, support their colleagues, and contribute to the team’s success
  
  

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 management
• Experience 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 coworkers
• Ensure a positive customer experience through outreach and collect feedback through customer engagement
• Familiarity with Javascript, XML, JSON, relational databases is a plus
• Familiarity with ticketing systems and customer support tools.
• 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
• Ask systematic questions to understand more about the problem.
• Esker product experience a plus
  
  

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 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
  
  

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.