Customer Experience Specialist - Technical
Who are we?
Small business makes the world go round – it's the heart of the global economy. Xero enables small businesses to thrive through better tools, information and connections. We have grown rapidly and now employ over 1900 people in New Zealand, Australia, the United States, United Kingdom and Singapore.
The team
With just over one million customers now, our Customer Experience Team is growing fast! As the numbers of customers grow, so too will the number of queries. We're looking for Customer Service superstars who are driven to learn and be part of a fun, friendly, high performing team in a fast paced and dynamic work environment.
We're looking for an exceptional Technical Customer Experience Specialists with awesome customer service skills and great technical knowledge to join our team in Denver.
This is a non-exempt full time role. You must also be able to start on February 5, 2018. Hours are Sunday - Thursday, 8:00am - 4:30pm.
What you'll do
As a CX Tech Specialist you will be the technical IT whiz and translator working between our customers, non technical Customer Experience Specialists and the development teams who make Xero beautiful. You need to speak both tech and plain english and be able to jump from one to the other with ease. You'll be front line technical support for Xero, working directly with customers to resolve technical issues that don't need to be escalated to development teams and effectively escalating and translating the requirements for those that do.
We primarily communicate via email but will pick up the phone when needed. At Xero every customer & issue is important and we work quickly and proactively to communicate clearly and get people back up and running as soon as we can.
What you'll bring with you
- 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
- A proven team player who proactively assists other team members
Experience
What do we offer?
At Xero, we are proud of our collaborative, empowering and inclusive culture that allows creativity to thrive and innovation to flourish. We have an awesome culture that not only offers great work opportunities, brilliant colleagues but also all the awesome extras like ping pong tournaments and free coffee, fruit/snacks, soft drinks and once a week breakfast and lunch. Most importantly we value our people and encourage you to challenge yourself to be the best you can be.
Xero is an equal opportunity employer.