Customer Support Representative

Summary

Join Sagent as a Customer Support Representative and assist customers and internal partners in utilizing our products and services. You will troubleshoot and resolve issues, coordinate updates, and ensure customer understanding. This fast-paced role requires exceptional customer service skills and a passion for growth. You will manage customer support requests, interact with various teams, and propose solutions. You will also advocate for customers by providing feedback to product and engineering teams. This position offers opportunities for both technical and professional development within a dynamic organization.

Requirements

• Excellent communication and people skills (both written and verbal)
• Thrives in working in a fast-paced startup environment: you have experience managing competing priorities and adjusting schedules to meet deadlines in a fast-paced environment; you see a gap and you fill it
• A strong desire to learn and sense of curiosity that drives you to improve your skills and the service you and your team provide
• Excellent attention to detail and quality with ability to successfully self-manage multiple tasks
• Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage
• Familiarity with case tracking and incident management software
• Minimum of 3-5 years of experience in technical customer service (digital / SaaS solutions preferred) in the financial services industry (or related) - within a Fintech company (SaaS B2B2C preferred) or a financial institution
• Demonstrated ability to provide exceptional customer technical support skills including probing, gaining agreement and documentation of customer issue(s)
• Demonstrated ability to handle more complex technical issues

Responsibilities

• Receive and own customer support requests as managed in the Sagent case management system
• Augment initial triage efforts with deeper product knowledge, understanding of typical product usage, and familiarity with technical troubleshooting of digital products
• Replicate issues and define the nature of the problem
• Refer cases to Tier 3/4 Engineering teams, as necessary
• Effectively interact and communicate with others in the Sagent organization regarding the nature of the client’s issue/problem and translate technical-speak to business users
• Propose fully tested solutions to customers to address their cases and enhance system productivity
• Conduct system and usage evaluations to determine customer workflows and procedures to verify proper product usage
• Partner with other members of the Customer Success organization and other teams at Sagent, across multiple time zones, to continuously improve our customer experience
• Coordinate, direct, and drive delivery activities across Sagent to maximize customer delight and adoption
• Provide business and technical support to triage, analyze, troubleshoot and resolve customer support requests related to functions, capabilities, and usage of all Sagent products
• Interact with customers directly within their cases, on phone calls, or through other means to coordinate your activities
• Be a customer advocate by providing feedback to the product and engineering teams on improving the platform to better solve our customers' challenges
• Monitor open cases to ensure resolution per the established service level agreement (SLA)
• Maintain accurate and thorough records in the Sagent case management system
• Ensure that customer data is handled securely

Preferred Qualifications

• Familiarity with Sagent's LoanServ product
• Familiarity with Sagent's Tempo product
• Familiarity with consumer lending / loan servicing business workflows
• Experience in consumer lending / mortgage (servicing preferred) and / or familiarity with the housing finance regulatory environment

Benefits

• Remote/Hybrid workplace options
• Health Benefits
• Unlimited Flexible Time Off
• Family Planning Services
• Tuition Reimbursement
• Paid Family Leave
• 401(k) Matching
• Pet Insurance
• LinkedIn Learning
• Virtual Social Experiences
• Career Pathing
• Focus Time Fridays