Client Support Advocate

Remote /
Client Success /
Full-Time Regular
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

Midigator is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.