Manage and quickly respond to all immediate customer support requests, which are typically how do I feature / function questions, product bugs or account management questions.
Have a professional attitude - youll be supporting some of the most successful and prominent US Fortune 500 companies and PRGX audit leaders (our users).
Log all incidents and provide great customer support by quickly responding to support requests with the expected level of quality and timeliness.
Ensures end-to-end customer experience by being a single point-of-contact for the customer.
Research each issue, providing a thorough resolution to the user, and documenting the RCA.
Triage requests to Customer Success Managers, Level 2 and/or Engineering, as needed.
Collect and provide product feedback to the product team from the user s perspective.
Grow content knowledge base on our products and document support response standards.
Actively participate in coaching and development process with manager

COLLABORATION:

This role will report to the Manager of Global Product Support
The Support team works staggered hours to provide 24/5 coverage, this role works 9am-6pm ET.
This role will work closely with Level 2 Support Advocates, Client Success Managers, Engineering, Data Services, Implementation Analysts, Business Leaders, and others as needed.
This role is a part of our Global Client Success team consisting of Client Success Managers, Client Success Analysts, Level 1 and Level 2 Support Advocates, and Implementation Analysts.

EXPERIENCE & QUALIFICATIONS :

College degree preferred
Strong problem-solving skills
Impeccable with follow through and follow up
Able to respond to P1/P2 tickets on nights and weekends, if needed during special circumstances
1+ years of customer support experience in a professional environment, preferably with a Software-as-a-Service and/or Startup environment is a bonus
Experience in ticket handling and root cause analysis
Direct experience with Microsoft Outlook and Excel
Direct experience with Jira/Atlassian is a bonus
Direct experience in audit, claims management and/or accounting is a bonus
Act as a team player, actively share knowledge across the team
Assure quality of service is delivered within the expected SLA and KP

Product Support Operational Specialist