Product Support Analyst

Full Time

1 week ago

Mexico City | MX
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PRGX – Headquartered in Atlanta, Georgia, PRGX Global, Inc. is the world’s leading provider of recovery audit services. The Company operates and serves clients in more than 30 countries with over 1,600 employees and provides its services to over 75% of the top 20 global retailers. PRGX provides a unique combination of audit, analytics and advisory services that optimizes client financial performance.

 

SUMMARY:

The Product Support Advocate will be responsible for providing timely support across a wide range of our audit solutions, as needed, to include inbound phone calls, emails and Jira submissions.We are a growing organization and need an incredibly organized, friendly, and driven Product Support Advocate to manage immediate customer requests and provide level 1 support for our Saas and internal products. Most of the inquiries are received via our Jira ticketing system from internal employees, external customers, and our customer’s vendors.

CHARACTERISTICS OF A SUCCESSFUL ADVOCATE:

  • Patient, friendly and maintains a stellar attitude
  • Detail oriented, able to prioritize and organize workload to ensure SLAs are met
  • Problem solver who takes initiative and adds value with limited supervision
  • Confident, adaptable self-starter who thrives in a fast-paced environment
  • Quick learner, takes responsibility and happy to help wherever needed
  • Excellent English communication skills – written and verbal
  • Enthusiastic, dynamic, flexible & committed with the ability to see the broader issue beyond the individual tickets, reporting trends and looking for ways to improve the product to reduce issues

 

THIS ROLE IS ACCOUNTABLE FOR:

 

  • Manage and quickly respond to all immediate customer support requests, which are typically “how do I…” feature / function questions, product bugs or account management questions
  • Have a professional attitude – you’ll be supporting some of the most successful and prominent US Fortune 500 companies and PRGX audit leaders (our users).
  • Log all incidents in our Jira Support ticketing system and provide great customer support by quickly responding to support requests with the expected level of quality and timeliness
  • Ensures end-to-end customer experience by being a single point-of-contact for the customer
  • Research each issue, providing a thorough resolution to the user, and documenting the RCA
  • Escalate requests to Customer Success Managers, Level 2 and/or Engineering, as needed
  • Collect and provide product feedback to the product team from the user’s perspective
  • Keep up-to-date with product updates, new features, and bug fixes
  • Maintaining accurate records of customer interactions and technical issues.
  • Grow content knowledge base on our products and document support response standards
  • Actively participate in coaching and development process with manager

 

COLLABORATION:

 

· This role will report to the Manager of Global Product Support

· The Support team works staggered hours to provide 24/5 coverage, this role works 9am-6pm ET

· This role will work closely with Level 2 Support Advocates, Client Success Managers, Engineering, Data Services, Implementation Analysts, Business Leaders, and others as needed

· This role is a part of our Global Client Success team consisting of Client Success Managers, Client Success Analysts, Level 1 and Level 2 Support Advocates, and Implementation Analysts.

 

EXPERIENCE & QUALIFICATIONS:

 

  • College degree preferred
  • Strong problem-solving skills
  • Impeccable with follow through and follow up
  • Able to respond to P1/P2 tickets on nights and weekends, if needed during special circumstances
  • 1+ years of customer support experience in a professional environment, preferably with a Software-as-a-Service and/or Startup environment is a bonus
  • Experience in ticket handling and root cause analysis
  • Direct experience with Microsoft Outlook and Excel
  • Direct experience with Jira/Atlassian is a bonus
  • Direct experience in audit, claims management and/or accounting is a bonus
  • Act as a team player, actively share knowledge across the team
  • Assure quality of service is delivered within the expected SLA and KPI

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