Posted on Mar 09
We are looking for an all-star Customer Advocate to join our Support Team in our Chicago office. Our highly motivated and driven Support Team acts as Sprout’s resident product experts to help our 20,000 customers answer the toughest of questions and solve problems on the Sprout Social platform every day. Over the past 8 years, our Support Team has built one of the most impressive customer service reputations in the industry by providing service that aims to surprise and delight our customers through a solutions-oriented team. We are looking for your drive and creative technical problem-solving skills to contribute to and enhance our level of service and commitment to our customers.
If you are a top performer who possess excellent people skills, the desire to dive deep into to new technology, and have superior troubleshooting and problem-solving chops, please apply!
*Please note that this is mid-level position. We are looking for folks who are the big fish in their current pond and ready to take their skills, experience, and Customer Support career to the next level!
*Own customer issues through various channels, such as live chat, email, phone, and social, from start to finish.
*Effectively triage and troubleshoot incoming issues to determine severity; escalate when needed.
*Prioritize issues for escalation and serve as informational liaison to various parties, providing key updates and relevant intel.
*Be a powerhouse resource internally and externally, serve as a resident product expert and maintaining exceptional knowledge of the product through development cycles.
*Chronicle new and useful knowledge by creating and updating internal documentation, collectively owning the title of Wiki Master as a team.
*Contribute to team goals by focusing on CSAT ratings, response, and resolution times.
*1-3 years of customer-facing experience is required (SaaS Industry experience a plus).
*Proactive self-starter with a curious mind and strong initiative to solve tough problems and constantly make improvements.
*Challenge-driven, goal-oriented, and capable of handling emergency/crisis situations.
*Ability to be resourceful with impressive critical thinking skills, wearing many different hats and juggling conversations between channels comfortably.
*Excellent verbal and written communication skills.
*A strong work ethic and ability to work independently.
*Driven by a desire to help people and passion for teaching technology to others.
*Demonstrated ability to deal with change and act as a team player.
*Fluency in Spanish would be a plus (written and oral).