Customer Support Analyst

FULL-TIME | TECHNICAL SUPPORT

We are seeking a highly motivated, dependable professional to join our growing Solution Support Department in Madison, WI. Our ideal candidate must possess strong communication skills and be able to prioritize their tasks and projects to ensure that customer satisfaction is high and issues are resolved in an efficient manner.

Who We Are

Esker is a global cloud platform on a mission to solve some of today’s biggest business problems. No, we don’t have a hero complex — we’re just believers in creating meaningful change with technology that benefits everyone.

Our AI-driven solutions are trusted by firms like IDC and Gartner and used by companies like Whirlpool, Heineken, Trek and Sony to streamline finance and customer service processes, empower employees, strengthen customer and supplier relationships, and build a more resilient business future.

Key Tasks/Duties:

  • Able to work independently and meet Service Level Agreements and deadlines
  • Check CRM to ensure maintenance validity
  • Provide prompt customer support and technical issue resolution via e-mail, phone, and other electronic media
  • Track open issues, and communicate status to customers throughout the entire process
  • Reproduce issues in local QA lab when necessary
  • Perform timely escalation of issues to International Technical Support (ITS) team that cannot be resolved locally.  Proactively follow up with ITS to ensure issue is resolved
  • Work with customer to test and make sure the issue is resolved.  Reproduce issues on local test server as necessary
  • Proactively follow up with customers to verify solutions are successful and satisfaction is achieved
  • If support issue is passed to another Support Specialist, make sure they are updated on the entire situation so the handoff is seamless to the customer
  • Communicate efficiently to address customer issues with Sales, Professional Services, and ITS
  • Communicate to product management repetitive customer issues and experiences, so they can prioritize product enhancements
  • Perform other duties as requested and within areas of expertise
  • May have access to Customer’s PHI and/or ePHI while performing Technical Support Services specifically requested by the Customer.
  • Work with customer to test and make sure the issue is resolved.  Reproduce issues on local test server as necessary
  • Track open issues and keep customers abreast of status throughout the entire process
  • Provide ample documentation both of progress during issue resolution and of solutions which resolve the issue.  Provide a blueprint for solving similar issues in the future.
  • Communicate effectively and efficiently to address customer issues.  Identify repetitive customer issues and experiences and communicate to internal teams for product enhancements purposes

Educational Requirements:

  • BS in Information Technology preferred, Computer Science, or a related field or previous experience providing technical support with software solutions

Essential Experience:

  • Previous experience providing technical support with software solutions
  • Strong technical skills including database experience (MS SQL or other)
  • Operating System experience (Windows primarily)
  • Scripting experience
  • Excellent communication (oral and written), interpersonal and organizational skills along with attention to detail

Competencies:

  • Able to deal with change and diverse people
  • Able to interact with people effectively and co-operate within and across groups
  • Express ideals effectively and deliver appropriate information
  • Able to display enthusiam and commit to putting in additional effort
  • Able to analyze relevant data, identify cause and effect, and give appropriate solutions
  • Generate ideas for improvement and take advantage of opportunities
  • Able to plan and organize tasks to achieve objectives while setting priorities and using resources properly

Location
Madison, WI
Experience
1+ years relevant experience
Salary range
$47,000-$58,700
Benefits at a glance
  • WFH schedule options
  • Summer flex hours
  • Student loan repayment assistance
  • Dog-friendly office & pet perks
  • Occasional doughnuts
  • Wellness, hobby or educational stipend
  • 401k matching
  • Generous PTO policy
  • Frequent happy hours & department outings
  • Ping-pong tournaments, basketball leagues & so much more...


How Esker helps you be the best version of yourself:

  • Esker's culture empowers 800 employees worldwide — and we have a 90.9% retention rate to show for it!
  • Locations across 14 countries give Esker & our employees a unique perspective.
  • You can make a meaningful impact on an Esker's 30+ million global users.
  • Not gonna lie ... we love a good time. Fun outings & exciting events are all part of the job here at Esker.
  • Every Esker employee gets paid volunteer time off to make an impact on a cause important to them.
  • Be yourself & bring your diverse experiences with you — we want to learn from you!

Want to know more about Esker's company culture and perks? (Yes, we DO have a ping pong table.) Learn about our core values and the ways we infuse fun, positivity and innovation into everything we do here.


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