Customer Support Specialist (software application support)

At Emburse we are creating a future where technology drives business value and eliminates administrative friction. We are seeking a tech-savvy solutions-oriented Customer Support Specialistto join our growing tech support cluster in Toronto.

This role focuses on supporting our SMB and Mid-Market clients on the Emburse Professional platform. Please note the hours for this role: To ensure excellent coverage for our West Coast clients this role operates on a permanent 11:00 AM 7:00 PM shift (with temporary 8:30 AM 4:30 PM hours during initial training). If you have a high aptitude for learning technology love solving puzzles and want to leverage cutting-edge tech (including AI support tools) to deliver world-class service we want you on our team.

• Support the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM ensuring our afternoon and West Coast queues remain clear.

• Own Your Queue: Manage and resolve 1220 tickets per day smoothly balancing quick how-to answers with deeper analytical technical troubleshooting.

• Triage & Escalate: Act as a human filter. Answer baseline product questions and know exactly when to troubleshoot a complex issue versus when to document and escalate it to our Tier 2 team.

• Embrace Modern Tech: Openly leverage internal documentation system logs and modern AI tools to accelerate ticket resolution times and improve accuracy.

• Train for Success: Start your journey on an 8:30 AM 4:30 PM schedule to complete our comprehensive product training before transitioning to your permanent shift.

• Technical Aptitude: An innate ability to pick up technical concepts with ease. You love figuring out how software works under the hood.

• Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a clients logic or configuration puzzle.

• Communication Power: Strong written and verbal communication skills. You can explain technical solutions clearly and professionally.

• Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter not harder.

• Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads.

• A Night Owl Support Star: You love the idea of an 11 AM start time and thrive in mid-day to evening operational windows.

• A Collaborative Learner: You want to be part of a tight-knit team of 10 where your metrics are visible and your growth is supported.

• A Future Tier 2: You want to get your foot in the door crush your baseline targets and learn the product inside out to scale your career in tech.