[Remote] Customer Support Specialist I

Note: The job is a remote job and is open to candidates in USA. Xplor Technologies is a leading provider of software for managing golf courses, focusing on delivering exceptional service to clients. The Customer Support Specialist I will handle incoming customer calls, provide troubleshooting support for SaaS products, and manage customer expectations while ensuring adherence to service level agreements.

Responsibilities

• First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails
• Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office
• Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams
• Provide excellent customer service through all support channels and ongoing ticket management
• Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers
• Create documentation and knowledge base articles to improve service delivery
• Take ownership of customer issues and provide resolution or escalate when necessary
• Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met
• Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets

Skills

• Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat)
• Technically savvy with curiosity for how software works and drive to master new software/technologies
• Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical
• Ability to multi-task effectively in an energetic, fast-paced environment
• A minimum of 1 year of experience in a customer-facing role
• College degree preferred and/or up to a year of equivalent relevant experience
• Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required
• Working knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud)

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