technical support London, England
Job description
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!
THE OPPORTUNITY
As the Technical Support Analyst at Xactly Corporation, you’ll be responsible for providing excellent support for high-profile customers. We are seeking an energetic, driven and articulate team player who is passionate about technology, learning, and helping others. We’re all about making things easier, better, and more efficient. Our goal is to build the best Customer Support department on the planet, and you will help us do that!
THE SKILLSET
Knowledge of SQL
French Speaker
Strong problem-solving skills and analytical skills
Excellent written and verbal communication skills
Ability to present solutions to both technical and non-technical people
B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems
0-2 years experience working directly with customers in a technical Customer Support role
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
Knowledge of sales operations
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
WITHIN THREE MONTHS, YOU’LL:
Have a good grasp of basic system tasks and should be able to execute them unassisted
Good understanding of Support Best Practices
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.
Hands on initial build out of your own Xactly business environment.
Reproduce bugs and escalate to Engineering as needed.
WITHIN TWELVE MONTHS, YOU’LL:
Develop product and customer expertise to collaborate cross-functionally with our Product Management, Engineering, Professional Services, and Operations teams.
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.
BENEFITS & PERKS
Paid Time Off (PTO)
Comprehensive Medical, Dental, and Life Insurance Coverage
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks (if you work in office)
Annual Allocation of Volunteer Days
Group Pension Scheme and Group Income protection
Generous Employee Referral Program
Bi-monthly Corporate Massages
Regular Team Nights Out
Full access to Grokker, our health engagement and employee wellbeing platform
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 CORE 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.
