Senior Product Support Advocate

**ABOUT PRGX****SUMMARY**:**CHARACTERISTICS OF A SUCCESSFUL ADVOCATE**:- Patient, friendly and maintains a stellar attitude- Detail oriented, able to prioritize and organize workload to ensure SLAs are met- Problem solver who takes initiative and adds value with limited supervision- Confident, adaptable self-starter who thrives in a fast-paced environment- Quick learner, takes responsibility and happy to help wherever needed- Excellent English communication skills - written and verbal- Enthusiastic, dynamic, flexible & committed with the ability to see the broader issue beyond the individual tickets, reporting trends and looking for ways to improve the product to reduce issues**THIS ROLE IS ACCOUNTABLE FOR**:- Manage and quickly respond to all immediate customer support requests, which are typically “how do I ” feature / function questions, product bugs or account management questions- Have a professional attitude - you'll be supporting some of the most successful and prominent US Fortune 500 companies and PRGX audit leaders (our users).- Log all incidents in our Jira Support ticketing system and provide great customer support by quickly responding to support requests with the expected level of quality and timeliness- Ensures end-to-end customer experience by being a single point-of-contact for the customer- Research each issue, providing a thorough resolution to the user, and documenting the RCA- Escalate requests to Customer Success Managers, Level 2 and/or Engineering, as needed- Collect and provide product feedback to the product team from the user’s perspective- Keep up-to-date with product updates, new features, and bug fixes- Maintaining accurate records of customer interactions and technical issues.- Grow content knowledge base on our products and document support response standards- Actively participate in coaching and development process with manager**COLLABORATION**:- This role will report to the Manager of Global Product Support- The Support team works staggered hours to provide 24/5 coverage, this role works 9am-6pm ET- This role will work closely with Level 2 Support Advocates, Client Success Managers, Engineering, Data Services, Implementation Analysts, Business Leaders, and others as needed- This role is a part of our Global Client Success team consisting of Client Success Managers, Client Success Analysts, Level 1 and Level 2 Support Advocates, and Implementation Analysts.**EXPERIENCE & QUALIFICATIONS**:- College degree preferred- Strong problem-solving skills- Impeccable with follow through and follow up- Able to respond to P1/P2 tickets on nights and weekends, if needed during special circumstances- 1+ years of customer support experience in a professional environment, preferably with a Software-as-a-Service and/or Startup environment is a bonus- Experience in ticket handling and root cause analysis- Direct experience with Microsoft Outlook and Excel- Direct experience with Jira/Atlassian is a bonus- Direct experience in audit, claims management and/or accounting is a bonus- Act as a team player, actively share knowledge across the team- Assure quality of service is delivered within the expected SLA and KPI**WORKING CONDITIONS AND EQUAL EMPLOYMENT**Any physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the described job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to remain stationary; move; lift and/or move up to 15 pounds. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.PRGX does not discriminate against employees or applicants for employment based upon race, color, national origin, genetic information, religious beliefs, gender, age, marital status, disability, veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws.