Customer Advocate L1 Technical Support

Summary

Join Sprout Solutions as a Customer Advocate and become the first point of contact for clients, resolving their concerns and ensuring a seamless experience. This role requires technical aptitude to investigate, troubleshoot, and collaborate with various teams to solve complex challenges related to non-core products (ReadyCash, ReadyWage, Performance+, etc.) and APIs. You will provide support across multiple channels, manage client issues, document information, and contribute to the product knowledge base. Success in this position demands excellent communication, problem-solving, and teamwork skills. The ideal candidate will have experience in customer or technical support within a SaaS or API-driven environment and a passion for delivering exceptional customer service.

Requirements

• Has experience in customer support, or technical support roles, in a SaaS or API-driven environment
• Has an understanding of APIs and integrations
• 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

Responsibilities

• 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
• 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
• 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
• 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

Preferred Qualifications

Basic experience or familiarity with HR/Payroll systems and non-core product categories (e.g. fintech systems, talent management tools, etc.) is a plus