Product Support Specialist (Syft Analytics)

Xero; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Xero is seeking a Product Support Specialist in Johannesburg to enhance customer experience for Syft users. The role involves providing real-time support, requiring a BCom Accounting degree and exceptional interpersonal skills. With a strong focus on customer satisfaction, you'll be part of a collaborative culture that values professional growth and well-being.

Benefits

Generous paid leave

Employee Assistance Program

Flexible working hours

Career development opportunities

Qualifications

• Exceptional interpersonal skills required for clear communication.
• Previous experience in service environment beneficial.
• Ability to analyze and resolve customer queries quickly.

Responsibilities

• Provide real-time support via chat and short calls.
• Manage customer inquiries to resolution, keeping them informed.
• Communicate effectively with customers regarding their outcomes.

Skills

Interpersonal Skills

Critical Thinking

Customer Service

Education

BCom Accounting degree

Tools

Microsoft Office

Google Suite

Job description

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

About the Job

Our Product Support team works together to provide great support to all Syft users. We are brand ambassadors and aim to delight our customers and make it easy for them to see how Syft adds value to their business.

The Product Support Specialist plays a key role at our company and within the larger Customer Experience team. You will provide real-time and detailed support to our existing local and international customers (small business owners, bookkeepers, and accountants) via a chat interface and over short calls when they reach out to us with a question.

We value people, personal growth, and are very proud of our culture. We therefore provide training and coaching from your first day, and encourage you to participate in our company’s activities.

This role is a full time, in-office position in Johannesburg, South Africa. Hours and teams are as follows:

- Australasia and Africa: 04:00 - 12:30 SAST

- UK and Europe: 10:30 - 19:00; 08:30 - 17:00 SAST on Fridays

- North America: 14:30 - 23:00; 08:30 - 17:00 SAST on Fridays

After completing this application, please also complete this form.

What you'll do

• Bring your knowledge of Accounting fundamentals when replying to our customer support queries.
• Support customers to get the most out of Syft, whether they are early in their adoption or seasoned professionals.
• Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, or our case management system.
• Take ownership of enquiries and manage them through to resolution, and escalate any issues you are unable to resolve, ensuring customers are kept up to date at all times.
• Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give.
• Find and share opportunities to improve the service offered to our customers.
• Keep yourself up-to-date with changes and training within Syft so that you can continue to offer great service to our customers.
• Help our customers through their queries quickly and efficiently.

Success looks like

• Providing exceptional support and advice on how our customers use their Syft subscription.
• Being adaptable to grow with the changing needs of our business and customers.
• Collaborating effectively with all teams in our business.
• Providing timely, accurate and helpful responses to customers as per agreed targets.
• Escalating priority issues and assisting in the prompt resolution of these.
• Capturing and sharing feedback from customers regarding improvements to the platform.

What you'll bring with you

• BCom Accounting degree or similar.
• A willingness to work alternative hours.
• Exceptional interpersonal skills: we are looking for someone who is clear, concise and convincing in their communication.
• Critical thinking with the ability to provide quick resolutions to customer queries.
• Possible previous experience in a service environment and working to service levels and quality targets.
• IT skills - confident with Microsoft Office and Google Suite. Any experience with other small business accounting systems and/or case management tools is beneficial.
• Diligence and commitment to following through and resolving problems.
• Ability to build effective relationships.
• A proven team player who proactively assists other team members.

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, cash referral bonuses, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks, coffee, and spaces for you to take a break, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.