Remote Project and Services Consultant

Summary

Join Sagent as a Project & Services Consultant and assist customers and internal partners in resolving issues and utilizing products and services. As a fast-paced environment, you will thrive in customer service, grow technically and professionally, and be part of the mission to make loans and homeownership simpler and safer for all consumers.

Requirements

• Bachelor’s degree in Business, Computer Science, or relevant discipline with 3 - 4 years of experience in a related field. Experience will be considered in lieu of a degree
• Minimum of 3-5 years of experience in technical customer service (digital / SaaS solutions preferred) in the financial services industry (or related)
• Excellent communication and people skills (both written and verbal)
• Thrives in working in a fast-paced startup environment
• 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

Responsibilities

• Receive and own customer support requests where your experience is required
• Replicate issues and define the nature of the problem
• Refer cases to Tier 3 / 4 Engineering teams, as necessary
• Propose fully tested solutions to customers to address their cases and enhance system productivity
• Coordinate customer requests to add or change features and settings for their current implementation
• Create legal agreements for customer requested changes to their existing implementations
• Manage and perform implementation planning, setup activities and conduct assessments of current project capacities and timelines
• Collaborate with third partners vendors to ensure tasks are kept on point
• Identify, report, and resolve key project issues quickly
• Track project health, status, and manage risks and issues
• 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
• 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
• Be responsible for ensuring that customer data is handled securely

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