Xeeva Looking for Specialist, IT Customer Support at Remote

Xeeva; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company that is revolutionizing the procurement marketplace! As a Specialist in Customer Support, you will play a crucial role in ensuring customer satisfaction by managing inquiries and resolving issues with speed and accuracy. Your expertise in IT service management and customer support will be essential as you collaborate with global customers, utilizing your analytical skills to troubleshoot and provide effective solutions. This role offers a hybrid work environment, allowing you to work remotely while also providing opportunities for in-person collaboration. If you are passionate about delivering exceptional service and thrive in a dynamic setting, this is the perfect opportunity for you.

Benefits

Generous Paid Time Off

Flexible Scheduling

Health Insurance

Term Life Insurance

Internet Allowance

Casual Dress

Paid Holidays

Qualifications

• 3-4 years of hands-on experience in IT Service Desk/customer support.
• Bachelor's degree required with excellent communication skills.

Responsibilities

• Manage Level 1 enquiries and tickets raised by Xeeva Customers.
• Troubleshoot issues and provide details to L2/Development team.

Skills

Customer Support

IT Service Management

Analytical Skills

Problem Solving

Communication Skills

Ticketing Tools (ServiceNow, Zendesk, Jira)

Incident Management

Education

Bachelor’s Degree

Tools

ServiceNow

Zendesk

Jira

MS Teams

Job description

Specialist, Customer Support

Reports to: Manager, Results Desk

Job Location: Remote or Bhopal (Hybrid)

TO APPLY: Applicants must apply through our job’s portal found at www.xeeva.com/careers. Click the job role, then ‘Start Your Application’. Those who complete our application of employment will be considered. Resumes submitted through third-party websites may not receive consideration for the role.

At Xeeva, we are disrupting the procurement marketplace with supply chain analytics that drive value and save money. Our industry-leading software enables highly accurate and actionable insights that deliver ROI, cost savings, and best practices on indirect spend across the enterprise.

Xeeva is looking for enthusiastic, committed, and talented individuals who are passionate for and have experience in cloud software and leading customer/application support teams. You will act as an interface between the customer, system, or application, working as part of the Xeeva Results Desk team to manage Level 1 enquiries and tickets raised by Xeeva Customers. Interact with customers through the ticketing portal and via email. You will need to validate, investigate, troubleshoot, implement, and resolve their queries with utmost sincerity and in a timely manner.

Important Things You Will Do:

1. Experience in Service Desk/IT/Customer support environment with knowledge of key SLA/KPIs.
2. Experience in ITSM ticket tool preferred - ServiceNow, Zendesk, Jira etc.
3. Knowledge of Incident Management, Service Requests & Problem Management.
4. Troubleshoot issues and provide details to L2/Development team at Xeeva.
5. Participate in Customer UAT as necessary.
6. Resolve all customer inquiries and issues with same-day resolution.
7. Prepare Customer Dashboard and reports and collaborate with internal Xeeva teams to make them available for our customers.
8. Deliver high customer satisfaction and a phenomenal end-user experience.
9. Ensure the team process (Tickets/change/Zendesk etc.) are followed as defined.
10. Manage own ticket status - new, open and pending tickets/SLA for assigned customers.
11. Train users over Zoom or MS Teams calls on reported concerns.
12. Collaborate with users via MS Teams to take remote and resolve issues as necessary.
13. Conduct internal knowledge transfer and sessions.
14. Work rotational shifts including night shift support as per project requirement.
15. Have two weekly offs based on roster management.

Our Ideal Candidate (with a combination of education and work experience):

1. Bachelor’s degree (min. 3 years).
2. Excellent Communication Skills - Spoken & Written without traces of Mother Tongue Influence.
3. Email Etiquette and Customer Service Skills.
4. 3-4 years of hands-on experience in IT Service Desk/customer support environment working with Global Customers.
5. Experience in handling customer/stakeholder meetings will be an additional advantage.
6. Good understanding of Ticket Prioritization.
7. Prioritize tasks and proactively communicate status of their respective tickets.
8. Strong team player with the innate ability to build and maintain strong cross-functional relationships.
9. Effective analytical and problem-solving skills, results-oriented, and data-driven.
10. Highest level of ethics and integrity.
11. Experience in Supply Chain/procurement domain is a plus.

Benefits Include:

Benefits include a generous paid time off structure, flexible scheduling/work from home during Pandemic, health insurance benefits covering dependent family members, term life insurance, paid time off (casual, earned, covid, family care, self-marriage, bereavement, and other leave benefits per government norms), gratuity and wellness benefits, casual dress, and paid holidays. Internet Allowance will be paid during Work from Home.

Candidates for this role should be prepared to meet in person on a regular basis in Bhopal, Madhya Pradesh. Though Xeeva, Inc. is a remote-first work organization, it recognizes the desire of employees to meet regularly and therefore collaborative workspace is provided.

During the COVID-19 global pandemic, Xeeva responded to the safety of our employees by ensuring a work-from-home arrangement was made for everyone across the globe. As we begin to return to normal operations, we are employing a hybrid work model. Some roles may require the employee to report to a local office location and some may be remote 100% of the time. Candidates should note the “Job Location” and “Work Conditions” of the role noted on the job description before applying.

At this time, we are unable to consider candidates that are based outside of India or the United States. No agency submissions.