Product Support Specialist

3 days ago

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Sprout Social, Inc.

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Social Media Management • Facebook • Twitter • Instagram • LinkedIn

1001 - 5000

Description

• Sprout Social is looking to hire a Product Support Specialist to join the Customer Support team. • 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 8-5 hours AMER Shift 12 am PST start, working Tuesday-Saturday or Sunday-Thursday. • Exceptional verbal and written communication skills, including chat support experience • Natural problem solver with a high standard for quality and track record of resourcefulness • Demonstrates composure, patience and initiative in their learning and development; open and receptive to feedback and coaching as it relates to their development

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