Trabajo de Customer Support Expert en Crossbridge, Home Office - México
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Rango de salario (MXN)

Tipo de empleo

Fecha de publicación

Customer Support Expert

  • Sueldo oculto

  • Lugar:

    Remoto - Solo México

  • Tipo de puesto

    Empleado de tiempo completo

  • Nivel de Inglés

    Nivel Intermedio

Essential Functions

Receive inbound support cases via email, web form, telephone and/or live chat

Create, track, and update support tickets using software tools

Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit

Provide clear and accurate communication with customers through various channels

Perform testing, troubleshooting and analysis activities as required to address support cases

Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness

Perform research, internal consultation and collaboration regarding product functionality relevant to support cases

Perform administration or product configuration tasks via internal tools when appropriate as part of support case resolution

Communicate, collaborate with and escalate to partners and other third-party vendors as required to address support cases

Be able to independently address support cases regarding core functionalities, common “how-to” questions and known issues related to the assigned Emburse product(s) and area(s) of responsibility

Remain up-to-date with Emburse’s latest product releases

Demonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility

Identify cases which must be transferred or escalated to another internal group such as Tier 2 Support, Customer Success Managers, Product Management or Customer Support leadership

Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit

Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit

Collaborate with other cross-functional teams including Customer Success Manager


Education


Required:

Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required


Experience


Required:

1 year minimum of software support, customer service and/or transferable experience


Additional Eligibility Qualifications


Required Skills:

Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit

Strong technical acumen with the ability to pick up new software skills with ease

Strong interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication throughout the team or functional area


Preferred:

Experience using online web meeting presentation software preferred

Customer service experience preferred but not required

Knowledge of accounting practices and terminology preferred, but not required


Core Competencies

Problem Solving/Critical Thinking

Analysis/Reasoning

Mathematical reasoning

Problem solving


Personal Effectiveness

Accountability/Dependability

Adaptability/Flexibility

Ethics/Integrity

Time Management

Attention to detail

Personal development/Continual learning

Commitment to the job 


Interaction with Others

Teamwork

Relationship building

Diversity and inclusion

Influencing others

Listening


Business Acumen

Compliance/best practices


Leadership

Cultural awareness