Note: The job is a remote job and is open to candidates in USA. Xplor Technologies is a company that provides software solutions for managing golf courses, aiming to enhance the experience for small club owners. They are seeking a Customer Support Specialist I to handle incoming customer calls, provide troubleshooting, and resolve issues related to their SaaS products while ensuring excellent customer service.
Responsibilities
- 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
Skills
- 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
- A minimum of 1 year of experience in a customer-facing role
- 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)
Company Overview
Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies. It was founded in 2021, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.xplortechnologies.com/.