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Customer Support Specialist

Job Opportunity Customer Support Specialist Xpand IT

Customer Support Specialist

The product team at Xpand IT builds cutting edge software testing tools. Our flagship product, Xray, leads the test management market. More than 4.5 million users at 8000+ companies trust Xray to manage 100+ million test cases every month. Every day, we work to provide integrated solutions that transform how our customers develop, test and ship the software they make.

YOUR ROLE

In a global world where customers are always giving feedback about their product experience, as a Customer Support Specialist you will play a critical role in the success of the productresponding to customer queries in a timely and accurate way. In this role you will also identify customers’ needs, helping them to use specific features and analyzing and reporting product malfunctions. While interacting with customers, you may also identify potential new features, which should be communicated to the team owning the product roadmap.

Your daily activities will include:

  • Respond to customer queries in a timely and accurate way, via phone, email, chat or customer service portal
  • Identify customer needs and help customers use the product in the correct way
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product Owner and/or Technical teams
  • Assist in training junior Customer Support Assistants

SKILLS YOU NEED TO HAVE

  • High School / BSc in Information Technology or similar diploma
  • Experience as a Customer Support Specialist or similar Customer Support role
  • Experience using help desk software and remote support tools
  • Understanding of how CRM and systems work
  • Knowledge about Customer Support metrics and goal establishment such as Time to Answer, Time to Solve, SLA, etc
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Team player and patience when handling tough cases

// Will be a nice plus if you have:

  • Familiarity with software industry

// Learn more about Product Engineering area:

Apply here

Working at Xpand IT brought me outstanding challenges as well as a solid and compelling project. Our work excellence, collaboration, and cooperation amongst the team are the key to meet exceptional results.

André Fernandes Rodrigues, Java Software Developer @Xpand IT
Customer Support Specialist Xpand IT

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