Customer Advocate (L1 - Technical Support) (Hybrid), Mandaluyong

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.