Support Advocate

Esker, Inc.; Town of Middleton (WI); Hybrid; USD 36,000 - 44,000; Full time

Benefits offered by this job

Student loan repayment assistance

Flexible schedule with summer hours/WF

Profit sharing

Paid time off for community outreach

Wellness stipend

Dog-friendly work environment

Competitive salary and benefits

Job summary

Esker, Inc. in Middleton, WI invites a Support Advocate to join our hybrid team. You will provide tier 1 technical support for our cloud‑based software, guiding customers through tasks and resolving issues to ensure a smooth experience.

Responsibilities include handling calls and emails, monitoring live chat, documenting and escalating complex problems, and contributing to customer‑facing docs. 2–3 days/week in office.

Qualifications

• 2+ years in technical support, customer service, or account management.
• Experience troubleshooting software issues and guiding users through resolution steps.
• Experience with cloud-based software platforms is highly desirable.
• Proven ability to build positive relationships with customers and coworkers.
• Familiarity with ticketing systems and customer support tools.
• Strong written and verbal communication; ability to stay calm under pressure.

Responsibilities

• Lead a holistic approach to resolving support tickets and maximizing customer utilization of Esker solutions.
• Explain technical operations to customers and provide tier 1 support via calls or email.
• Monitor live chat and triage requests in a timely manner.
• Document and escalate complex issues using escalation pathways and case management tools.
• Provide customer feedback to the experience team and other departments.
• Assist in creating customer-facing support documents and FAQs.
• Promote Esker core values and positive change within the team.

Skills

Technical support

Troubleshooting

Cloud-based software

Customer service

Ticketing systems

Communication

Time management

Education

Associate or Bachelor’s degree in CS/Math/Engineering/Business

Tools

Case management system

CRM software

Knowledge base/Documentation tools

Job description

Join Esker as a Support Advocate

Esker is a global leader in AI-powered business solutions for the Office of the CFO. Our Source-to-Pay and Order-to-Cash platform serves 3,000+ customers - including NVIDIA, Whirlpool, Sony, and Trek - supporting 1.2M users and generating $200M+ in annual revenue. Founded in 1985, we've grown to 1,200+ employees worldwide with a culture focused on improving working capital, human relationships, and environmental sustainability. Esker operates in five continents with global headquarters in Lyon, France, and two U.S. locations in Madison, WI, and Denver, CO.

As a Support Advocate, you will be responsible for providing tier 1 technical support for our cloud-based software. Your primary duty will be to assist existing customers by guiding them through specific tasks within the software and troubleshooting any issues they encounter. Your role is crucial in ensuring our customers have a seamless experience with our product, fostering customer satisfaction and retention.

Key Tasks/Duties:

• Lead a holistic approach in resolving support tickets and providing an enhanced customer experience that maximizes customer utilization of Esker solutions and satisfaction with Esker services

• Engage with customers to explain technical operation and provide tier 1 support of the Esker solution via calls or email. Provide technical details in a non-technical way with internal stakeholders and customers

• Monitor live chat and answer phone and triage support portal requests in a timely manner

• Document and elevate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools

• Document customer feedback and convey back to the customer experience team and other departments as appropriate.

• Ensure a positive customer experience through outreach and collect feedback through customer engagement

• Assist in creation of customer-facing support documents

• Providing feedback to documentation page and creating FAQ

• 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.

• Use existing resources and documentation to answer customer's tier 1 questions.

• Assist with customers that need more education in how Esker should be utilized.

• Present on technical topics to internal teams and customers

• Perform other duties as assigned

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 technical support, customer service, customer training, or account management

• Experience in troubleshooting software issues and guiding users through resolution steps.

• Experience working with cloud-based software platforms is highly desirable.

• 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

• Familiarity with ticketing systems and customer support tools.

• 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

• Superior time management skills

Working Conditions:

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

Travel:

• Ability to travel up to 5% of working hours

Salary Range: $26.44/hour - $32.21/hour + Incentive

This is a hybrid role, and candidate must be able to come to the Middleton, WI office at least 2 - 3 days per week

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

We are currently not accepting applicants for this role from HI, AK, CA, MT, or DC.

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.