Company:
Xplor
Location: Denver
Closing Date: 21/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
The Technical Support Specialist provides support to Xplor customers who are using one or more of our software and payments products. This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek.
You’ll join a team that delivers a best-in-class, customer-centric support experience. The customer support specialist plays a key role in developing this ethos through driving customer satisfaction and quick resolution times.
Responsibilities include:
Receive inbound questions from customers about their software product and service through a support ticketing system.
Document all customer interactions in applicable systems according to current policies.
Respond to customers by gathering information and providing the best solution or appropriate next steps.
Provide education to customers on best practices to get the most value from software features or additional services.
Escalate complex issues to higher-level support tiers and/or management following current policies.
Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. Other duties as assigned.
The schedule is Monday-Friday 10am to 6.30pm EST
The average base salary pay range for this position is $50,000 to $55,000
May be eligible for a discretionary bonus
The Technical Support Specialist provides support to Xplor customers who are using one or more of our software and payments products. This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek.
You’ll join a team that delivers a best-in-class, customer-centric support experience. The customer support specialist plays a key role in developing this ethos through driving customer satisfaction and quick resolution times.
Responsibilities include:
Receive inbound questions from customers about their software product and service through a support ticketing system.
Document all customer interactions in applicable systems according to current policies.
Respond to customers by gathering information and providing the best solution or appropriate next steps.
Provide education to customers on best practices to get the most value from software features or additional services.
Escalate complex issues to higher-level support tiers and/or management following current policies.
Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. Other duties as assigned.
The schedule is Monday-Friday 10am to 6.30pm EST
The average base salary pay range for this position is $50,000 to $55,000
May be eligible for a discretionary bonus
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