Xplor is looking for a Product Support Specialist to handle customer inquiries related to their software product(s) for the Field Services vertical, aiming to enhance the customer experience and identify opportunities for product improvement.
Requirements
- Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni- channel communication
- Proficiency with Microsoft Office products
- Previous experience with QuickBooks and Salesforce is a plus
- Analytical and data-oriented approach to problem-solving
- You are tech-savvy and enjoy learning and over time mastering new tools and systems
Responsibilities
- Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug
- Leverage real-life interactions to improve technical documentation and self-service resources
- Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
- Enter and maintain a log of all customers interactions and issues. This includes all support email interactions, phone calls, chats, and any other pertinent information.
- Submit system performance issues, data updates, and feature requests to Level III team members for escalation
- Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement
- Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall customer experience
Other
- working with our customers; teaching, guiding, and problem solving
- working with our Product team to perfect and improve our software
- leading online troubleshooting sessions with customers
- becoming an expert at our software and market so you can prepare for future opportunities within Field Services and/or Xplor
- Answer routine questions on how to best use the software for our customer’s business needs
- Provide information on available product training resources
- Support and encourage your colleagues in any way possible
- Assist on special projects and any other tasks as necessary
- Adhere to company and team policies and procedures
- Meet established team and individual goals and metrics as required
- Professional etiquette with effective written and verbal communications skills
- Patience, empathy, and a positive attitude with a desire to help our customers
- Strive to do your best, deliver quality results, and take accountability
- You know how to deliver a great customer experience
- You have the flexibility and availability needed to work potential different schedules
- You have previous experience working in a remote position
- You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills
