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Xait Inc. is hiring: Xait Client Services Support Associate

General:

The role of Client Services Associate provides professional customer service for the XaitPorter software application and to support external and internal clients using XaitPorter. You must use professional written and verbal communication when working with support tasks.Assist clients, Key Account Managers, Sales, Server Operations, and Development with questions, problems, or software-related concerns using XaitPorter. Provide internal teams with support on XaitPorter setup projects for new or existing clients. Maintain excellent documentation for support-related tasks, escalate support tasks according to client-specific Service Level Agreements (SLAs), and contribute to support knowledge base documentation.

Scope:

Client Services Associate includes application support, application support documentation, software error testing, tracking of tickets/client communication, and supporting internal XaitPorter support requests.

Reports to:

Client Services Manager

Responsibilities:

  1. Work with Client Services team to serve as phone and email support representative for software application to global client base
  2. Build trust with clients by providing excellent support services
  3. Keep timely attendance on all scheduled work shifts and provide advanced notice of requested time off to support multi-shift requirements
  4. Handle all support tasks in correlation with Xait&#;s required SLA and ITIL practices
  5. Provide timely feedback to client requests regarding software performance or error reporting
  6. Authenticating any reported application bugs
  7. Report according to SOP any authenticated errors to correct internal organizations
  8. Use of internal business systems like Zendesk, Jira, and others for daily SOPs on support-related tasks for internal and external clients
  9. Escalate issues to Tier and support groups
  10. Follow-up with internal teams on outstanding support issues to ensure excellent client communication
  11. Collaborate with Organizations (Server Ops) to ensure proper system support for client experience
  12. Log all client feedback appropriately and escalate to management in situations of urgency
  13. Properly communicate with clients regarding all resolved tasks
  14. Contribute knowledge base articles to improve self-help portal
  15. Assist Academy on client documentation requirements for new releases and functional training materials
  16. Attend scheduled Client Services Meetings to peer review support performance and overall system procedures
  17. Participate in maintaining metrics for client-related performance indicators
  18. Provide requested data to internal members for client-related tasks
  19. Keep and grow clients

Client Services Associates may be called on to assist Key Account Managers with consulting, setup, or training projects related to the implementation or support of clients. These projects can be varied and are scoped by the Key Account Manager, such as:

  • Migration of document projects between platforms
  • Adding or changing users
  • Creating/Managing templates
  • Working with administration setup tasks
  • Adding / building client requested content

Documentation and Communication:

  1. Provide professional documentation on support-related tasks
  2. Maintain ongoing client updates with complex, urgent, or high level tasks
  3. Review and hand-off tasks for ongoing support between shifts
  4. Use of professional phone etiquette at all times
  5. Communicate regular updates regarding at-risk issues for client to appropriate Key Account Managers

Experience Preferred:

  • 2+ years heavy client service experience
  • 2+ years software support client experience
  • Ability to demonstrate problem solving and decision making skills
  • Knowledge or application use of Zendesk and Jira applications
  • Basic understanding of networking, internet, and operating systems for PC and Mac
  • Must be able to work both day and night shifts

Education:

  • Bachelor’s Degree Preferred

Additional preferences

  • Advanced knowledge of Microsoft applications
  • Word processor software
  • Desktop publishing
  • InDesign
  • Standard business documentation requirements

Benefits

Besides getting to work with a great team in Austin, Texas, you will get to work in an international company with office locations in Norway and the UK. Our company has a lot of growth and tends to promote within our culture, so there is plenty of room for professional development.

  • Health, vision, dental, 401K
  • Ample vacation (3 weeks and 10 holidays)
  • Easy going team of collaborators
  • Supportive and direct professional environment
  • Awesome team culture and values
  • Professional development corporately encouraged
  • Principals only. Recruiters, please don’t contact this job poster.
  • do NOT contact us with unsolicited services or offers
  • OK to highlight this job opening for persons with disabilities

If you want to apply for the position of Client Services Support Associate, please go to the job listing on Craigslist

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