Client Support Advocate

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

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