Customer Support Analyst

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

Established in 1985, Esker has grown into a leading provider of AI-driven process automation software with over 650 employees and 6,000 customers worldwide. Companies such as Sony, Trek, Heineken, John Deere 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. 

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 enthusiasm 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

Employee Benefits 

You’ll fit in well with Esker if you’re looking for a company that offers a wide range of benefits to support the health and happiness of employees and their family members — including the furry ones. On top of a competitive salary and traditional benefits like 401k matching and a generous PTO policy, we provide perks such as flexible summer hours, student loan repayment assistance, a pet-friendly work environment, volunteer time off, charitable donation matching, and a yearly stipend for employee wellness, hobbies or educational activities.

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. 

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Job Location:
Madison, WI
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