*This is a hybrid role, and candidate must be able to come to the Middleton, WI office at least 2 days per week*

*Posting will close Monday, May 5 at 11:59pm (CST). *

Do you love solving complex technical challenges? Do you enjoy collaborating with customers and teams to deliver exceptional solutions? Join us as a Support Analyst and make an impact!

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 customer service, customer training, or account management
• Proficiency in troubleshooting software issues and guiding users through resolution steps.
• 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
• Experience working with cloud-based software platforms is highly desirable.
• 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/Travel:

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

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.