Customer Support Rep 2

Job Description

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly s comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.

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

2 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 :
local developmentproduct managementcommunication skillsproblem solvingsales operationssales planningapplication supportonline supporthuman potentialcustomer servicecommercial modelscustomer supportproblem resolutionescalation processknowledg