Remote Product Support Specialist

Summary

Join Sprout Social's Customer Support team as a Product Support Specialist! You'll guide customers via email and chat, troubleshoot technical issues, and become a product expert. The role involves meeting quantitative and qualitative expectations, including customer satisfaction ratings and response times. Sprout offers a collaborative environment with a group workload and opportunities for professional growth within the tech industry. Minimum qualifications include 2+ years of customer-facing support experience and willingness to work a US business day shift. Preferred qualifications include exceptional communication skills and problem-solving abilities. Sprout provides a comprehensive benefits program.

Requirements

• 2+ years of customer-facing support experience in a fast-paced environment (SaaS industry experience a plus)
• Willing to work an 8.5 hour US business day shift, ranging sometime between an 8am start and 6pm Central Time finish

Responsibilities

• Guide our customers - help manage incoming customer requests through a combination of email and chat. Handle screen share requests when more in-depth technical troubleshooting is necessary
• Own your output - consistently meet both the quantitative and qualitative expectations of the role, including Customer Satisfaction ratings, Quality Control reviews, response and resolution times
• Become a product expert - receive an in-depth onboarding to understand the ins and outs of Sprout Social and how to best support our customers

Preferred Qualifications

• Exceptional verbal and written communication skills, including chat support experience
• Natural problem solver with a high standard for quality and track record of resourcefulness
• Demonstrates composure, patience and initiative in their learning and development; open and receptive to feedback and coaching as it relates to their development

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Remote work