Customer Advocate - (L1 Technical Support) (Hybrid)

DIRECTLY REPORTS TO:

Manager / Lead Customer Advocate

MAIN AREA OF RESPONSIBILITY:

Sprout Solutions is seeking a proactive and detail-oriented Customer Advocate to join our Customer Success team. This role will serve as the first point of contact for clients, addressing and resolving their concerns with a strong focus on delivering a seamless customer experience. Our ideal candidate is technically adept, with a background that allows them to investigate issues, troubleshoot effectively, and work collaboratively with various teams to resolve complex client challenges. Products and services that the CA I will be handling are non-core products (ReadyCash, ReadyWage, Performance+, etc.) and API / integrations.

TASKS:

Customer Support:

• Provide timely and effective support across multiple channels (email, calls, online meetings), using the most appropriate method depending on the issue at hand
• Assist clients in effectively integrating and utilizing our APIs
• Troubleshoot client issues, provide practical solutions, and ensure timely resolution of concerns
• Manage and monitor ongoing client issues to ensure timely follow-up and completion of resolutions
  
  

Documentation:

• Document all relevant information related to client concerns in a clear, organized manner
• Create internal support tickets for escalation to the engineering or product team as necessary
• Contribute to building and maintaining the product knowledge base to help clients resolve issues independently
  
  

Technical Investigation:

• Utilize available knowledge base articles (both internal and external), InQa and internal tools to explore and resolve client issues
• Work closely with product and engineering teams, as well as 3rd party partners, to identify product issues, improvement opportunities, and resolution strategies
  
  

Client Satisfaction:

• Adhere to service level agreements (SLAs) based on issue severity and escalate issues as appropriate following the established escalation matrix
• Collect client feedback to drive continuous improvements in the API service and enhance the overall customer experience
  
  

QUALIFICATIONS | COMPETENCIES:

• Has experience in customer support, or technical support roles, in a SaaS or API-driven environment
• Has an understanding of APIs and integrations
• Basic experience or familiarity with HR/Payroll systems and non-core product categories (e.g. fintech systems, talent management tools, etc.) is a plus
• Able to demonstrate customer service excellence and a passion for delivering a positive customer experience
• Has strong communication skills with the ability to explain complex technical concepts in a clear and simple manner
• Has excellent listening skills and ability to comprehend and analyze client issues
• Ability to thrive in a fast-paced environment and manage competing priorities
• Has strong attention to detail and ability to document issues and resolutions accurately
• Has to be solutions-driven, resourceful, and a creative problem solver
• Is a collaborative team player with good interpersonal skills
  
  

Sprout Solutions provides equal Opportunity Employment and Welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.

Disclaimer

Before we proceed with your application, this is to confirm that you voluntarily give your consent to the following:

• I intend to apply for a position with Sprout Solutions Inc
• I voluntarily sent my Resume/CV to Sprout Solutions Inc
• I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with Sprout Solutions Inc. Privacy Statement and the Data Privacy Act of 2012
• I agree to be contacted by Sprout Solutions Inc. and its 3rd Party Reference provider for the purpose of processing my Job Application
  
  

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