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Job Location | Bangalore |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | IT - Software |
Functional Area | Sales / BD,General / Other Software |
EmploymentType | Full-time |
THE OPPORTUNITY
As a Customer Support Analyst in Xactly s Bangalore office, you will provide outstanding functional application support to Xactly customers. You will also be an integral part of problem resolution for complex issues while partnering with our cross functional teams in QA, Engineering, and Operations. We are seeking an energetic, driven, and articulate team player who is comfortable interfacing with clients, managing complex and sensitive, client relationships, and fostering client relationships until a resolution has been reached.
At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.
THE TEAM
Xactly s Support team is growing rapidly and we need someone who can work the product Incent, Credit Assignment, Modeling and Quota. Covering offices in San Jose, Denver, Bangalore, UK and Toronto, we have customers globally and all resource are encouraged to operate independently with the highly level of accountability, but also have the ability to be a team player and work with multiple teams. And should be willing to work in night shift (US or UK shift)
THE SKILL SET
Casework providing application support for all Xactly products
Understand, replicate, validate, and resolve customer service requests from customers and partners (English and Spanish-speaking)
Document and track case history, case status and solutions
Communicate with customers regularly via phone, emails and online support tools about case status and solutions
Support testing of new product releases and patches
Submit escalations to the next level of support, operations or Engineering
Effectively communicate and document design, reliability, and maintenance problems to Engineering, Product Management, Technical Operations or Professional Services via formal escalation process
Contribute solutions to the Xactly Knowledge Base and other publications
Job Requirements:
Bachelors degree
Fresher or 1 years of experience working directly with customers in a Customer Service related role (e.g. Retail)
Strong analytical and problem solving skills
Excellent written and verbal communication skills
Ability to work independently and as part of a team
Experience providing application support to business users (e.g., sales operations, sales, finance, HR, payroll, management) a big plus!
Required to work off standard hours to support global customers and on-call shift rotations
Must have the ability to communicate fluently with Spanish-speaking customers
WITHIN ONE MONTH, YOU LL:
Attend New Hire Training
Learn the Dev and QE processes
Gain exposure to Xactly s product suite
Learn about Xactly s tools and technologies
Get to know your team
Local development environment should be up and running for different applications and ready to troubleshoot customer issues.
WITHIN THREE MONTHS, YOU LL:
Attend Incent product training sessions online and offline
Perform Tasks for Premium/ Premium Plus customers when required
Attend customer calls
Perform product testing in bug bashes.
WITHIN SIX MONTHS, YOU LL:
Monitor the Automation and Server processes.
Ensure the best dev practices are being used in different products
Ensure that he/she is releasing the customers issues that he fixed in Agile process.
Participate and contribute in maintenance and new product SDLC and should be able to work individually on any tasks.
WITHIN TWELVE MONTHS, YOU LL:
Partner and work cross functionally with other dev teams and the QE team
Take full ownership of features and processes of the product
Continuously think about and work on process improvements for an always high-quality product
Training and mentoring new joiners
BENEFITS & PERKS
Paid Time Off (PTO)
Comprehensive Insurance Coverage
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
Free Parking and Subsidized Bus Pass (a go-green initiative!)
,Keyskills :
commercial modelsproduct trainingcustomer serviceenglish languageknowledge baseproblem resolutionproduct managementanalysislocal developmentescalation processsaponline supportcrmbusiness operationsproblem solvingsales operationsproduct tes