{"id":597351,"url":"https://alion.io/job/esker-support-advocate","title":"Support Advocate","company":{"id":52924,"name":"Esker","domain":"esker.com","url":"https://alion.io/company/esker","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Legal","role_family":"Legal","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":26,"max":32,"currency":"USD","period":"hour","gross":null,"usd_annual":64000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":true}],"status":"live","first_seen_at":"2026-09-09T19:19:17Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-24T03:19:33Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":44},"description":"Join Esker as a Support Advocate\nEsker 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.\nAs 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.\nKey Tasks/Duties:\nLead 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\n\nEngage 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\n\nMonitor live chat and answer phone and triage support portal requests in a timely manner\n\nDocument and escalate complex issues to the appropriate internal teams for resolution using correct escalation pathways, case management system, and internal collaboration tools\n\nDocument customer feedback and convey back to the customer experience team and other departments as appropriate.\n\nEnsure a positive customer experience through outreach and collect feedback through customer engagement\n\nAssist in creation of customer-facing support documents\n\nProviding feedback to documentation page and creating FAQ\n\nBe a change-agent to embrace and foster positive change attitudes amongst the team.\n\nDemonstrates and promotes Esker core value of \"Good Vibes\" within team setting\n\nShould be able to effectively manage their daily and weekly tasks, and task switch as needed.\n\nShould know when to ask for help when blocked or questions of priority comes up.\n\nUse existing resources and documentation to answer customer's tier 1 questions.\n\nAssist with customers that need more education in how Esker should be utilized.\n\nPresent on technical topics to internal teams and customers\n\nPerform other duties as assigned\n\nEducation Requirements:\nAssociate or Bachelors degree preferably in computer science, mathematics, engineering or business OR equivalent experience in lieu of degree.\n\nEssential Experience:\n2+ years experience in technical support, customer service, customer training, or account management\n\nExperience in troubleshooting software issues and guiding users through resolution steps.\n\nExperience working with cloud-based software platforms is highly desirable.\n\nProven experience managing and cultivating positive working relationships with customers and coworkers\n\nEnsure a positive customer experience through outreach and collect feedback through customer engagement\n\nFamiliarity with ticketing systems and customer support tools.\n\nFamiliarity with Javascript, XML, JSON, relational databases is a plus\n\nFamiliarity with ticketing systems and customer support tools.\n\nAbility to remain calm and maintain professionalism while de-escalating challenging scenarios\n\nAbility to work as part of a team or independently to meet project goals\n\nSuperior professional communication\n\nSuperior time management skills\n\nWorking Conditions:\nProlonged periods sitting at a desk and working on a computer\n\nTravel:\nAbility to travel up to 5% of working hours\n\nSalary Range: $26.44/hour - $32.21/hour + Incentive\n\n*This is a hybrid role, and candidate must be able to come to the Middleton, WI office at least 2 - 3 days per week*\nPosting will close Wednesday, October 23 at 11:59pm (CST). Please apply by then to be considered*\nEmployee Benefits\nStudent loan repayment assistance\n\nFlexible work schedule, summer hours, and work from home options\n\nProfit sharing options\n\nPaid time off for community outreach and volunteer opportunities\n\nYearly stipend for employee wellness, hobbies, or educational activities\n\nDog-friendly work environment\n\nCompetitive salary and benefits package\n\nWe are currently not accepting applicants for this role from HI, AK, CA, MT, or DC.\nCome as You Are\nEsker 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.","description_format":"text","description_chars":5057,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Workflow & Process Automation (RPA, BPM)","Document AI","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-09-10T16:27:39Z"},{"event":"close","at":"2026-09-23T00:39:37Z"},{"event":"reopen","at":"2026-10-21T03:03:35Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.288,"p_room":0.28,"age_days":44,"expected_fill_days":18,"reasons":["conf:2","win:tail","crowd:junior"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":64000,"is_top_pay":false},"html_url":"https://alion.io/job/esker-support-advocate","json_url":"https://alion.io/job/esker-support-advocate.json","meta":{"generated_at":"2026-10-24T11:57:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17142,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52924},"rest":"https://alion.io/mcp/rest/get_company?id=52924"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fesker-support-advocate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fesker-support-advocate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fesker-support-advocate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/esker-support-advocate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fesker-support-advocate"}]}