Esker

Esker

Support Coordinator

Middleton, U.S., US

Sponsorship not specifiedDetected 28 days ago
Customer SupportCommunicationTime Management

About the role

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

Responsibilities

  • 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.
  • Document customer interactions and resolutions accurately within Esker case management system.
  • Should be able to effectively manage their daily and weekly tasks, and task switch as needed.
  • The Support Coordinator effectively creates tickets and routes them to the appropriate teams, ensuring timely resolution of customer concerns.

Requirements

  • Experience in customer service or account management.
  • Proficiency in troubleshooting software issues and guiding users through resolution steps.
  • 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.
  • Associate degree preferably in computer science, mathematics, engineering or business.
  • Equivalent experience will be considered in lieu of degree.

Skills

  • Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.

Compensation

  • $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.

Company info

  • Engage with customers to provide a smooth ticket creation process beginning with customer interaction and issue discovery via calls or Support Portal requests.
  • The Support Coordinator plays a pivotal role in ensuring a smooth transition between customers and technical teams when an issue may arise.
  • 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.
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This listing is sourced directly from Esker's careers page and normalized into a canonical job model.