Customer Support Specialist I

Our Customer Support Specialist I is required to handle incoming customer calls and to provide detailed initial troubleshooting and, whenever possible, problem resolution. They are trained on basic features and functionality of our SaaS (software as a service) products to allow for first touch resolution on functional issues. Our Support Specialists’ triage incoming requests by gathering information, documenting issues within the ticket tracking system, setting priorities, and managing customer expectations in accordance with our published service level agreement. RESPONSIBILITIES & DUTIES: First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails. Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office. Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams. Provide excellent customer service through all support channels and ongoing ticket management. Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers. Create documentation and knowledge base articles to improve service delivery. Take ownership of customer issues and provide resolution or escalate when necessary. Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met. Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets. QUALIFICATIONS AND EXPERIENCE REQUIRED: Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat). Technically savvy with curiosity for how software works and drive to master new software/technologies. Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical. Ability to multi-task effectively in an energetic, fast-paced environment. College degree preferred and/or up to a year of equivalent relevant experience. Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required. Working knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud). A minimum of 1 year of experience in a customer-facing role. Working arrangements: Fully Remote in United States: You can work fully remote in this position, provided you have eligible working rights in the United States and do not require sponsorship. At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply. Values and Life at Xplor Our five core values guide us from how we hire and recognize our team members to how we interact with our customers day to day: Find a better way Do the right thing Say it straight Win together Own the outcome If these values sound like you and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed. Ready to apply? To start your application, please submit your resume, and we will be in touch as soon as we can. Got questions? You can email us at [email protected].