Xeeva Looking for Specialist, IT Customer Support (Results Desk) at Remote

Xeeva; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company that is revolutionizing procurement with cutting-edge analytics and cloud software. As a Specialist in the Results Desk, you will play a crucial role in managing customer support and ensuring a seamless experience for users. This position offers the opportunity to work collaboratively with a talented team, addressing customer inquiries, troubleshooting issues, and delivering actionable insights. With a focus on customer satisfaction and operational excellence, you will contribute to a dynamic environment that values innovation and teamwork. If you're passionate about customer support and eager to make an impact, this is the perfect opportunity for you.

Benefits

Generous paid time off

Flexible scheduling

Health insurance benefits

Term life insurance

Casual dress

Paid holidays

Internet Allowance

Wellness benefits

Qualifications

• Bachelor's degree with a minimum of 3 years of experience required.
• 3-4 years of hands-on customer support experience preferred.

Responsibilities

• Troubleshoot issues and provide details to L2/Development.
• Deliver high customer satisfaction and a phenomenal end user experience.

Skills

Customer Support

Analytical Skills

Problem Solving

Communication Skills

Team Collaboration

Supply Chain Knowledge

Education

Bachelor's Degree

Tools

Zendesk

MS Teams

Zoom

Job description

Specialist, Results Desk

Reports to: Results Desk and L2 Manager

Job Location: Remote

TO APPLY: Applicants must apply through our jobs 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. Whether spend analytics, AI-powered data enrichment, strategic sourcing, or more control over the actual procurement process itself, Xeeva has the X factor to make procurement operations smarter.

Xeeva is looking for enthusiastic and talented individuals who are passionate about and have experience in cloud software and leading customer support teams. You will work as part of the Xeeva Senior Leadership team to manage the Level 1 Customer Support Team and interact with customers and partners.

Important Things You Will Do:

1. Troubleshooting issues and providing details to L2/Development.
2. Customer UAT/minor QC on fixes.
3. Resolving all customer inquiries with same day resolution.
4. Completing application software data changes.
5. Supporting launch team when required.
6. Running ticket status calls.
7. Preparing Customer Dashboard and reports.
8. Delivering high customer satisfaction and a phenomenal end user experience.
9. Ensuring the team process (Tickets/change/Zendesk etc) are followed as defined.
10. Monitoring overall customer satisfaction score and ticket status/SLA for assigned customers.
11. Training users over Zoom or MS Teams calls on reported concerns.
12. Internal Knowledge transfer and sessions.
13. Night Shift support.

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

1. Bachelor’s degree (min. 3 years).
2. 3-4 years of hands-on customer support experience.
3. Prioritize tasks and proactively communicate status of items.
4. Strong team player, with the innate ability to build and maintain strong cross-functional relationships, adaptable.
5. Effective and excellent analytical and problem-solving skills, results-oriented and data-driven.
6. Good communication skills.
7. Highest level of ethics and integrity.
8. Experience in Supply Chain Domain is a Plus.

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.

Relocation assistance may be provided. 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 on a regular basis 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 the time, we are unable to consider candidates that are based outside of India or the United States. No agency submissions.