At Emburse / Chrome River, I provide ticket-based technical and functional support to enterprise customers using expense management software. I investigate issues involving approval routing, compliance, billing, authentication, mobile setup, and application behavior.
I use basic SQL queries in Metabase, review logs in Coralogix, and check FTP files to troubleshoot and replicate reported issues. I identified an expired SAML certificate causing a customer login issue, completed the corrective steps, and followed up after resolution.
I create and track Jira bug and defect tickets for Engineering, review their status, and coordinate escalations with Engineering, Customer Success, Transaction, and Technical Solutions teams. I explain resolutions and next steps so customers can understand product behavior and use the software.
Previously, as a Customer Support Specialist III at Emburse / Chrome River, I investigated requests, communicated resolutions, and helped customers understand product functionality. Across my Emburse support roles, I maintained a self-reported customer satisfaction score of approximately 95% or higher.
