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Customer Experience - Technical Support Specialist

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Customer Experience Specialist - Technical 
Xero, Denver

Our purpose

Small business makes the world go 'round – it's the heart of the global economy. At Xero we want millions of small businesses to thrive through beautiful software, advice and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.


How you'll make an impact

The role of the Customer Experience Team is to provide support and advice to clients with regard to the use of the Xero system. They must have a thorough understanding of accounting practices to enable them to advise customers on the use of Xero in their environment.

The Customer Experience Team is a growing team who must work well together as well as interfacing with the Product, API, Billing, Sales and Documentation teams. As the numbers of customers grow, so too will the number of queries, and this position requires a professional, friendly and effective manner at all times.

The Technical Specialist takes responsibility for resolving any technical or data issues in the software application, liaising with the Product and Operations Team to provide appropriate information, and analyzing the resolution to be implemented.

What you'll do

- Effective resolution and prioritization of customer support requests allocated to you by the Customer Experience Workflow Coordinator or escalated by other Customer Experience Specialists.- Where assigned an issue, respond to the customer by email (or telephone if required), within our targeted initial response times, to either resolve the issue or request further information/clarification regarding the issue.
- Maintain a high quality of written communication in an agreed style and format.
- Application of technical knowledge and experience to support and assist with ticket resolution.
- Diagnose the nature of the ticket to determine whether it is a technical issue or a product limitation.
- Where necessary, consult with the other Customer Experience Technical Specialists or with the Product and/or Operations team for their input in diagnosing and providing the customer with a resolution to the issue.
- Where appropriate, escalating feedback received from customers to ensure the continuous improvement of the Customer Experience, including both the Xero application functionality and the associated internal service delivery platforms.
- Attending and assisting with training sessions on in-house software applications and selected areas of the Xero accounting application.

**This position has a Tuesday-Saturday OR Sunday-Thursday shift**

Success looks like

- Regularly demonstrating Xero's core values- Application of Technical knowledge and experience to support and assist with ticket resolution
- Timely, accurate and helpful responses to customer support tickets as per the agreed targets
- Efficient escalation of priority issues to assist in the prompt resolution of these
- Feedback of required improvements to the Xero accounting application and its associated service delivery platform to the Customer Experience Improvement Manager

What you'll bring with you

Critical competencies

- Technical troubleshooting ability- Exhibits initiative and advanced customer service skills
- Strong interpersonal skills
- Diligence and commitment to following through and resolving problems
- Initiative and ability to self manage, along with flexibility
- Ability to build effective relationships
- Excellent oral and written communication

Experience

- Basic understanding of SQL databases
- Overall high level knowledge of web based technologies
- Desktop and network support experience
- Experience in accounting and/or small business is desirable
- A proven team player who proactively assists other team members

What we value

#human - Real people with passion and purpose, who make a difference.
#ownership - Own it, drive it, deliver.
#champion - Leading the way - creating opportunities for our customers, partners and each other.
#challenge - We dream big, inventing better ways to do business.
#beautiful - Everything we do. Engage. Delight. Inspire.

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Christina Rowe
Global Head of Learning and Capabilities
CREATING SAFE SPACES
Share your voice and find support
As an ERG leader, Christina Rowe does more than schedule events. “My role involves listening to the needs of group members regarding career development, community and more,” she said. Through her ERG involvement, Rowe has gained a greater understanding of her peers’ diverse life experiences and skill sets while fostering dialogue related to topics that are often avoided in the workplace, such as women’s health. “It’s been a great way to help other women grow their careers and create a safe space for hard conversations,” she said.
As an ERG leader, Christina Rowe does more than schedule events. “My role involves listening to the needs of group members regarding career development, community and more,” she said. Through her ERG involvement, Rowe has gained a greater understanding of her peers’ diverse life experiences and skill sets while fostering dialogue related to topics that are often avoided in the workplace, such as women’s health. “It’s been a great way to help other women grow their careers and create a safe space for hard conversations,” she said.
Knowing that Xero puts so much awareness and investment into diversifying our leadership team makes me proud to be here.
Erika Porras Gutierrez
Platform Engineer
EDUCATION FOSTERS EMPATHY
A focus on learning cultivates compassion
Erika Porras Gutierrez’s work leading Xero’s ERG for Indigenous Americans has enhanced her employee experience in several ways. “It has clarified what inclusion really means, taught me new ways of interacting with people and made me more empathetic,” she said. Not only has she grown personally due to this role, but it’s also encouraged her to engage with other engineering teams in an effort to better understand her peers’ needs. She’s currently helping plan an event that will enable Indigenous people to share their unique stories with others in the company.
Erika Porras Gutierrez’s work leading Xero’s ERG for Indigenous Americans has enhanced her employee experience in several ways. “It has clarified what inclusion really means, taught me new ways of interacting with people and made me more empathetic,” she said. Not only has she grown personally due to this role, but it’s also encouraged her to engage with other engineering teams in an effort to better understand her peers’ needs. She’s currently helping plan an event that will enable Indigenous people to share their unique stories with others in the company.
Sharing our lives and our stories is how people connect and create community, and that is exactly what ERGs are all about.
Eean Tyson
Talent Specialist
BELONGING BUILDS PROGRESS
Inclusion defines connections and the talent search
Eean Tyson’s role as the co-chair of Black Xero enables him to champion inclusion and cultivate community across the company. “I want to ensure people feel a sense of belonging,” he said. Besides helping team members build meaningful connections with each other, he also spearheads talent-related initiatives that are informed by the organization’s DEI efforts. For instance, he recently took part in a scoping session in order to develop a road map for diverse hiring practices.
Eean Tyson’s role as the co-chair of Black Xero enables him to champion inclusion and cultivate community across the company. “I want to ensure people feel a sense of belonging,” he said. Besides helping team members build meaningful connections with each other, he also spearheads talent-related initiatives that are informed by the organization’s DEI efforts. For instance, he recently took part in a scoping session in order to develop a road map for diverse hiring practices.
I ask questions, validate others’ concerns and feelings, and ultimately aim to ensure everyone feels safe at Xero.

What are Xero Perks + Benefits

Xero Benefits Overview

Xero offers a variety of benefits aimed at helping our employees maintain their physical, financial and mental wellbeing, allowing them to bring their best selves to work each day

Culture
Volunteer in local community
Xero employees are given a day off each year to volunteer in their communities.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Typically, we work from home as needed. During COVID, all employees are working remotely and have access to stipends to access the equipment they need to be successful.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
42% of Xero's leadership team is female, while our Board of Directors maintains an equal gender balance. Xero was included in Bloomberg's 2020 Gender Equality Index report.
Mandated unconscious bias training
All Xero employees will complete online unconscious bias training during on-boarding
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
The talent and leadership teams at Xero are committed to building diverse talent pipelines that reflect the communities we serve.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Xero allows employees to set aside pre-tax dollars for medical and dependent care expenses. $2,650 annual limit for healthcare FSA
Disability insurance
Xero's long and short term disability plans provide income protection at 60% of annual base salary
Dental insurance
Cigna dental PPO plan
Vision insurance
VSP vision plan
Health insurance
Xero offers a variety of health plans including Cigna HSA, Cigna PPO, and Kaiser HMO for Colorado and California employees
Life insurance
Provided to Xero employees at no cost. Coverage for each employee of 2x annual base salary up to $500,000
Wellness programs
Xero will fund up to $300 annually in employee health reimbursement account to be used toward a health improvement activity including gym membership, mental, physical or financial health
Mental health benefits
Concern EAP benefits for all employees
Financial & Retirement
401(K)
401(K) matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Company equity
All Xero employees are granted Restricted Stock Units at a certain percentage of their base salary which vests over a 3 year period
Child Care & Parental Leave Benefits
Generous parental leave
26 weeks paid parental leave.
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of paid time off, 10 wellness days, as well as 11 paid holidays per calendar year. We also participate in a company wide shut down between Christmas and New Years Day
Paid volunteer time
Xero encourages employees to give back to our communities by providing 8 hours of paid volunteer time per year
Paid holidays
11 paid holidays per calendar year
Paid sick days
Each employee is granted 10 wellness days per year in addition to our generous PTO
Office Perks
Commuter benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company-sponsored outings
Annual holiday party, as well as a summer celebration!
Free snacks and drinks
You find a variety of fruit, chips, nuts, snack bars, sodas and iced tea in the Xero kitchen
Some meals provided
Breakfast each Tuesday and lunch every Thursday from a variety of local vendors
Company-sponsored happy hours
Happy hour starts every Friday at 4!
Fitness stipend
Our monthly health reimbursement plan can be used towards your fitness membership or a variety of other health related wellness programs
Professional Development Benefits
Job training & conferences
Teams have budget set aside each year to support growth and up-skilling
Lunch and learns
Promote from within
Customized development tracks

Additional Perks + Benefits

Xero leadership consistently reviews benefits to ensure they are competitive and allow our people to bring their full selves to work each day.

View full list of perks + benefits
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