Employer: Midigator
The Client Support Advocate (CSA) is responsible for managing the inquiries and requests from all non-dedicated clients that come in through the Midigator chat feature and to manage any assigned internal tasks/tickets. They will assist the Client Support Specialist with account maintenance items for all clients as needed and assist the Client Success Managers as time permits.
Duties and Responsibilities
- Understand client requests and have the ability to maintain the client record in all applicable systems and documentation
- Educate clients on how to adopt and engage within the platform
- Respond to all non-dedicated client requests/inquiries via Jira, email, phone, instant messaging, Slack on an ad hoc basis
- Manage tasks/tickets via HubSpot
- Record client feature requests or enhancements to Product Owner
- Submit and follow through on JIRA ticketsTroubleshoot technical issues with clients
- Develop a strong knowledge of internal resources and a clear understanding of when to utilize them
- Work collaboratively within your team and throughout the organization
- Acquire a detailed understanding of all required documentation and broad knowledge of account maintenance policy and procedures, keeping informed and able to adapt to any change to guidelines and policy
- Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Client Success image of Midigator
- Complete special projects as assigned by management
- Assist the Client Support Specialist with account maintenance items for all clients as needed
- Assist the Client Success Managers as time permits
- Meet or exceed quality, productivity, attendance, educational, and punctuality standards as set forth by the Midigator leadership team
- Adhere to all handbook policies, including attendance punctuality, PTO management, & time management
- Other job-related duties as assigned by direct supervisor and/or leadership team
- Up-sell and cross-sell features and services
- Manage client communication efforts on projects or service enhancements
- Travel may be required once or twice per year
Qualifications
- Must have proficient computer experience and knowledge in Google suite (Gmail, Docs, Sheets) and Microsoft Excel (pivot tables, conditional formatting, VLOOKUP functions)
- Previous client support work experience preferred
- Payments industry knowledge highly preferred
Perks & Benefits:
- Remote/flexible workspace
- Collaborative work culture
- Medical/dental/vision insurance
- Employer-paid life insurance
- Equity after one year of employment
- 401(k)
- Unlimited PTO