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

Posting will close on Thursday, February 27 at 11:59pm (CST). Please apply by then to be considered.

The Support Coordinator plays a pivotal role in ensuring a smooth transition between customers and technical teams when an issue may arise. Acting as the frontline support, this role manages incoming phone calls and ticket requests related to customer issues, predominantly focusing on coordinating basic tier 1 and tier 2 technical support for our cloud-based financial software. The Support Coordinator effectively creates tickets and routes them to the appropriate teams, ensuring timely resolution of customer concerns.

 

Key Responsibilities:

Engage with customers to provide a smooth ticket creation process beginning with customer interaction and issue discovery via calls or Support Portal requests.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.Communicate with customers in a friendly, empathetic, and patient manner.Document customer interactions and resolutions accurately within Esker case management system.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.Should be able to effectively manage their daily and weekly tasks, and task switch as needed.Ensure customer has provided adequate information in the case for an Advocate or Analyst to engage.

 

Education Requirements:

Associate degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.

 

Essential Experience:

1+ year(s) experience in customer service or account management.Proficiency in troubleshooting software issues and guiding users through resolution steps.Familiarity with ticketing systems and customer support tools.Proven experience cultivating positive working relationships with customers and coworkersAbility to work as part of a team or independently to meet project goalsSuperior professional communicationSolid time management skillsCalm and maintain professionalism while de-escalating challenging scenarios.

 

Working Conditions:

Prolonged periods sitting at a desk and working on a computer. Frequent phone calls wearing headset

 

Salary Range: $19.19/hour - $24.00/hour + Incentive

 

Employee Benefits

Student loan repayment assistanceFlexible work schedule, summer hours, and work from home optionsProfit sharing optionsPaid time off for community outreach and volunteer opportunitiesYearly stipend for employee wellness, hobbies, or educational activitiesDog-friendly work environmentCompetitive 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.