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Customer Support Analyst
Overview:
Rotating Holiday shift is required
THE OPPORTUNITY
As a Customer Support Analyst at Xactly Corporation, you'll be responsible for providing excellent customer service and support to Xactly’s customers. Support works with Sales, Customer Success, and Engineering to guarantee that customers are successfully utilizing our products. We are seeking engaging, adaptable, attentive, customer-focused individuals who are confident at problem-solving and being customer-friendly team members.
THE SKILLSET:
The compensation range is specific to the United States and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. A reasonable estimate of the range is $20- $26/hr and applicable bonus and/or commission.
Applications will be accepted only for those currently residing in the posted country for this role. There is no expectation of approval for an international relocation for this job.
OUR VISION:
OUR VALUES:
Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
WHO WE ARE
Xactly is a leader in Intelligent Revenue Solutions and a part of Vista Equity Partners portfolio companies since 2017. The Xactly Intelligent Revenue Platform marries artificial intelligence and 17 years of proprietary data in easy-to-use applications.
Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine’s inaugural list of the 100 Best Workplaces for Millennials, and chosen as the “Market Leader in Incentive Compensation” by CRM magazine. We’re building a culture of success and are looking for motivated professionals to join us!
Rotating Holiday shift is required
Hours: 9am - 6pm EST
Rotating weekend shifts will be required
THE OPPORTUNITY
As a Customer Support Analyst at Xactly Corporation, you'll be responsible for providing excellent customer service and support to Xactly’s customers. Support works with Sales, Customer Success, and Engineering to guarantee that customers are successfully utilizing our products. We are seeking engaging, adaptable, attentive, customer-focused individuals who are confident at problem-solving and being customer-friendly team members.
THE SKILLSET:
- BS/BA required.
- Excellent customer service skills; 2-4 years experience working directly with customers in a technical Customer Service role.
- Strong problem-solving skills.
- Excellent written and verbal communication skills.
NICE TO HAVE SKILLS:
- Ability to work as a positive team member, either individually or as a group.
- Advanced skills in Microsoft Excel and Word Document.
- Salesforce experience
RESPONSIBILITIES:
- Provide front-line assistance for customer issues/inquiries in a timely manner.
- Clearly document processes for both internal and external use.
- Thoroughly communicate to internal product and development teams in regards to production bugs and customer concerns.
- Multi-task in a fast-paced environment.
- Collaborate with teams in multiple time zones.
- Understand how to prioritize tickets and escalate when necessary.
- Be an Xpert to L1 Customer Support analysts.
WITHIN THREE MONTHS, YOU’LL:
- Explore and become familiar with standard day to day Global Customer Support processes.
- Explore tools used by Xactly Support such as Xactly Incent and the entire Xactly product suite, Salesforce, Atlassian JIRA, Zoom and more.
- Resolve tasks and basic issues.
WITHIN SIX MONTHS, YOU’LL:
- Be able to work independently supporting Xactly’s customers.
- Build out your own Xactly test business environment.
WITHIN TWELVE MONTHS, YOU’LL:
- Develop product and customer expertise to collaborate cross functionally with our Product Management, Engineering, Professional Services and Operations team.
- Be an Xpert to the L1 Customer Support analysts.
BENEFITS AND PERKS
- Comprehensive insurance coverage (including pet insurance!)
- Flexible time off and sick days
- Short-term disability, long-term disability, maternity and parental leave
- Gym/fitness reimbursement and tuition reimbursement
- Flexible savings accounts
- Paid holidays and up to 3 days paid community and volunteer leave
- Life and AD&D insurance.
- 401(k) Insurance coverage
The compensation range is specific to the United States and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. A reasonable estimate of the range is $20- $26/hr and applicable bonus and/or commission.
Applications will be accepted only for those currently residing in the posted country for this role. There is no expectation of approval for an international relocation for this job.
OUR VISION:
Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals.
OUR VALUES:
Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.
Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
By
Xactly Corp.
Xactly’s mission is to unleash human potential to maximize company performance. We believe in the power of incentives to help companies, their employees and their partners to build stronger relationships and achieve more.
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DATE POSTED
July 25, 2023
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