Jr Support Specialist: Non-Core and API
Sprout Solutions View all jobs
- Mandaluyong City, Metro Manila
- Permanent
- Full-time
- Provide timely and effective support across multiple channels (email, calls, online meetings), using the most appropriate method depending on the issue at hand.
- Assist clients in effectively integrating and utilizing our APIs.
- Troubleshoot client issues, provide practical solutions, and ensure timely resolution of concerns.
- Manage and monitor ongoing client issues to ensure timely follow-up and completion of resolutions.
- Document all relevant information related to client concerns in a clear, organized manner.
- Create internal support tickets for escalation to the engineering or product team as necessary.
- Contribute to building and maintaining the product knowledge base to help clients resolve issues independently.
- Utilize available knowledge base articles (both internal and external), InQa, and internal tools to explore and resolve client issues.
- Work closely with product and engineering teams, as well as 3rd party partners, to identify product issues, improvement opportunities, and resolution strategies.
- Adhere to service level agreements (SLAs) based on issue severity and escalate issues as appropriate following the established escalation matrix.
- Collect client feedback to drive continuous improvements in the API service and enhance the overall customer experience.
- Has experience in customer support, or technical support roles, in a SaaS or API-driven environment
- Has an understanding of APIs and integrations.
- Has an understanding of AI and its functionalities
- Basic experience or familiarity with HR/Payroll systems and non-core product categories (e.g. fintech systems, talent management tools, etc.) is a plus
- Able to demonstrate customer service excellence and a passion for delivering a positive customer experience.
- Has strong communication skills with the ability to explain complex technical concepts in a clear and simple manner
- Has excellent listening skills and ability to comprehend and analyze client issues
- Ability to thrive in a fast-paced environment and manage competing priorities
- Has strong attention to detail and ability to document issues and resolutions accurately
- Has to be solutions-driven, resourceful, and a creative problem solver
- Is a collaborative team player with good interpersonal skills
- Be part of a team transitioning to an AI-first product organization
- Work on high-impact, scalable systems (e.g., HRIS ecosystem)
- Strong focus on growth, ownership, and real product thinking
- Opportunity to evolve into Senior level
- Take ownership beyond your job description
- Prefer clarity and structure but can operate in ambiguity
- Care about outcomes, not just output
- Are constantly looking for ways to improve how work gets done
- Are excited about using AI to become a better product builder
🌱 This is a full-time employment opportunity with a hybrid work arrangement. The position requires reporting to our office in Mandaluyong City twice a week.
🌱 To know more about the company, you may check our website: https://sprout.ph/
🌱 Benefits May Include:
- HMO + dependents
- Paid leaves (VL/SL + others)
- Hybrid or flexible work setup
- Learning & development support (including AI upskilling)
- Performance-based bonuses
- I intend to apply for a position with Sprout Solutions Inc.
- I voluntarily sent my Resume/CV to Sprout Solutions Inc.
- I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with