Product Support Operational Specialist

• 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