Description

Job Title: Customer Support Rep

As a Customer Support Representative, you will assist Sagent Customers and internal Sagent partners, ensuring issues are thoroughly researched and the customers are taking full advantage of our products and services. Your focus will be on existing Sagent customers and the products they have already implemented with us. Service team members are committed to providing exceptional and personalized customer service for our FinTech software servicing solutions, as they troubleshoot and resolve customer issues, coordinate changes and updates to their existing implementation, and ensure understanding of the services they have in place. This is an excellent opportunity for those that thrive in a fast-paced environment, are passionate about customer service, and are looking to grow within our organization, both technically and professionally.

Your Day-to-Day at Sagent: 

• You will receive and own customer support requests where your experience is required, as managed in the Sagent case management system.
• This may include requests from Tier 1 to augment initial triage efforts with deeper product knowledge, understanding of typical product usage, and familiarity with technical troubleshooting of digital products. This can include: Replicating issues and defining the nature of the problem.
• Refer cases to Tier 3 / 4 Engineering teams, as necessary. Be prepared to effectively interact and communicate with others in the Sagent organization regarding the nature of the client’s issue/problem and translate technical-speak to business users. Propose fully tested solutions to customers to address their cases and enhance system productivity.
• This often will require you to conduct system and usage evaluations to determine customer workflows and procedures to verify proper product usage.
• You will partner with other members of the Customer Success organization and other teams at Sagent, across multiple time zones, to continuously improve our customer experience. As an accountable core member of the team you will often be responsible for coordinating, directing, and driving delivery activities across Sagent to maximize customer delight and adoption.
• You may provide business and technical support to triage, analyze, troubleshoot and resolve customer support requests related to functions, capabilities, and usage of all Sagent products.
• You may also interact with customers directly within their cases, on phone calls, or through other means to coordinate your activities.
• Be a customer advocate by providing feedback to the product and engineering teams on improving the platform to better solve our customers’ challenges.
• Monitor open cases to ensure resolution per the established service level agreement (SLA).
• Maintain accurate and thorough records in the Sagent case management system.
• Be responsible for ensuring that customer data is handled securely.

We’d love to hear from you if you have: 

• Excellent communication and people skills (both written and verbal).
• Thrives in working in a fast-paced startup environment: you have experience managing competing priorities and adjusting schedules to meet deadlines in a fast-paced environment; you see a gap and you fill it.
• A strong desire to learn and sense of curiosity that drives you to improve your skills and the service you and your team provide.
• Excellent attention to detail and quality with ability to successfully self-manage multiple tasks.
• Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage.
• Familiarity with case tracking and incident management software.
• Familiarity with Sagent’s LoanServ product is a plus.
• Familiarity with Sagent’s Tempo product is a plus.
• Familiarity with consumer lending / loan servicing business workflows.
• Minimum of 3-5 years of experience in technical customer service (digital / SaaS solutions preferred) in the financial services industry (or related) – within a Fintech company (SaaS B2B2C preferred) or a financial institution.
• Demonstrated ability to provide exceptional customer technical support skills including probing, gaining agreement and documentation of customer issue(s).
• Demonstrated ability to handle more complex technical issues.
• Experience in consumer lending / mortgage (servicing preferred) and / or familiarity with the housing finance regulatory environment will contribute to applicant success.
• Travel is not typically required for this role, though occasional travel for company-wide or training events may be needed.

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