About PRGX Global, Inc

　　ABOUT PRGX

　　We provide the business intelligence to unlock incremental value from data and expand impact across our clients' organizations for healthier whole businesses. PRGX pioneered Recovery Audit nearly 50 years ago and is now the global leader in source-to-pay analytics and margin expansion. PRGX empowers clients in more than 30 countries with the business intelligence to recover $1.2 billion in annual cash flow, unlocking value and improving the overall health of organizations across the world. We collaborate with supplier communities to realize improved profits and deliver the tools to optimize processes, finding immediate and lasting value. With end-to-end technology and deep vertical expertise that underpins our recovery, preventive, and analytics solutions, we provide the actionable insights to minimize leakage, optimize cash flow, and shape stronger, healthier businesses. F or additional information on PRGX, please visit www.prgx.com .

　　Job Description

　　PRGX -Headquartered in Atlanta, Georgia, PRGX Global, Inc. is the world's leading provider of recovery audit services. The Company operates and serves clients in more than 30 countries with over 1,600 employees and provides its services to over 75% of the top 20 global retailers. PRGX provides a unique combination of audit, analytics and advisory services that optimizes client financial performance.

　　SUMMARY:

　　The Product Support Advocate will be responsible for providing timely support across a wide range of our audit solutions, as needed, to include inbound phone calls, emails and Jira submissions.We are a growing organization and need an incredibly organized, friendly, and driven Product Support Advocate to manage immediate customer requests and provide level 1 support for our Saas and internal products. Most of the inquiries are received via our Jira ticketing system from internal employees, external customers, and our customer’s vendors.

　　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

　　Skills & Requirements Qualifications

　　PRGX provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, Protected Veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.