Product Support Specialist
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Job Description
Product Support Specialist assisting customers with inquiries and technical issues through email and chat at Sprout Social. Owning quality metrics and becoming a product expert to enhance customer support experience.
Responsibilities:
- Guide our customers - you will help manage incoming customer requests through a combination of email and chat. You will also handle screen share requests when more in-depth technical troubleshooting is necessary.
- Own your output - you will 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 - you will receive an in-depth onboarding in order to understand the ins and outs of Sprout Social and how to best support our customers
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 business day shift, with a specified start and end time and scheduled lunch and breaks
- Available to work CST shift (midnight start time)
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
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