Support Coordinator

Job Description

Job Description

Join Esker as a Support Coordinator

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.

The Role

The Support Coordinator plays a pivotal role in ensuring a smooth transition between customers and technical teams when an issue may arise. Acting as the frontline support, this role manages incoming phone calls and ticket requests related to customer issues, predominantly focusing on coordinating basic tier 1 and tier 2 technical support for our cloud-based financial software. The Support Coordinator effectively creates tickets and routes them to the appropriate teams, ensuring timely resolution of customer concerns.

Key Tasks/Duties:

• Engage with customers to provide a smooth ticket creation process beginning with customer interaction and issue discovery via calls or Support Portal requests.

• Answer phones and triage Support Portal requests in a timely manner, directing to appropriate queue.

• Liase between customer and internal support teams using best pathway to resolution.

• Communicate with customers in a friendly, empathetic, and patient manner.

• Document customer interactions and resolutions accurately within Esker case management system.

• Be a change-agent to embrace and foster positive attitudes amongst the team.

• Demonstrate and promote 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.

• Ensure customer has provided adequate information in the case for an Advocate or Analyst to engage.

Essential Experience:

• Experience in customer service or account management.

• Proficiency in troubleshooting software issues and guiding users through resolution steps.

• Familiarity with ticketing systems and customer support tools.

• Proven experience cultivating positive working relationships with customers and coworkers

• Ability to work as part of a team or independently to meet project goals

• Superior professional communication

• Solid time management skills

• Familiar with Esker On Demand web tools (Flydoc look up)

• Calm and maintain professionalism while de-escalating challenging scenarios.

• Knowledge of escalation pathways

• Beginning knowledge in a single Esker Solution (S2P, CS, or I2C)

• Familiar on where to look for answers

• Should know when to ask for help when blocked or questions of priority comes up.

• Should be able to effectively manage their daily and weekly tasks, and task switch as needed.

• Associate degree preferably in computer science, mathematics, engineering or business. Equivalent experience will be considered in lieu of degree.

Working Conditions:

• Prolonged periods sitting at a desk and working on a computer

• Frequent phone calls wearing headset

Travel:

• No travel necessary

Salary Range: $19.19/hour - $24.00/hour + Incentive

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

This posting will close on Wednesday, July 8th at 12 CT.

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

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.