Client Support Advocate - Two Chicks With A Side Hustle

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