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 better tools, information and connections. We aim to make being a small business more efficient and profitable, and more enjoyable too.

How you'll make an impact

As a Customer Experience Specialist - Banking, you'll be a major contributor by understanding the technical details around our integration offering. You will provide exceptional customer experience to help our customers setup and troubleshoot their Bank Feed integration, as well as follow up on integration queries.

What you'll do

• Delight customers!
• Facilitate the establishment of bank feeds by providing solutions for customers
• Activate bank feeds and check the arrival of bank feeds using internal tools and processes
• Assist in the review, classification and prioritization of customer support bank feed requests
• Where assigned an issue, respond to the customer by email or phone, 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.
• Where necessary, consult with the technical and/or product team members for their input in diagnosing and providing the customer with a resolution to the issue
• Where appropriate, arrange to telephone the customer or assign the issue to the Banking Team Leader to call and expedite the diagnosis and resolution of critical issues.
• Attend and assist with training sessions on in-house software applications and selected areas of the Xero accounting application
• Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.

Success looks like

• Timely establishment of bank feeds
• Timely, accurate and helpful responses to customer support banking requests and queries
• Ability to learn and adopt a broad range of new technologies

What you'll bring with you
Competencies

• Customer Focused - Serves as strategic partner to build, grow, and maintain symbiotic and long- lasting relationships with customers.
• Quality of Work - Freedom from errors and mistakes, and ability to consistently meet objectives.
• Productivity - Communicates effectively to ensure time is spent working on the right things in the right ways with the right people.
• Learning Agility - Shows a strong willingness to learn and adjust to new people and environments.
• Empathy - Keen ability to sense others' feelings, understand how they see things, pick up on social cues, and take an active interest in the concerns of others.
• Effective Coach - Facilitating the development of others' knowledge and skills, providing timely and candid feedback and guidance to help them improve and reach goals.
• Effective Work Habits - Reliable and dependable, adheres to procedure, values trust and independent work.

Experience

• 1+ year of Customer service experience 
• Confidence with technology, google apps and some experience with other small business accounting systems
• Excellent oral and written communication
• Diligence and commitment to following through and resolving problems

This is an outstanding opportunity in a dynamic, fast paced, growth-orientated business.If you meet the above criteria, then we'd like you to be a part of the next chapter of the Xero success story. At Xero, we encourage diversity, foster innovation and reward success.

This is a non-exempt, full time role in Denver, CO. You must also be able to start on March 23rd, 2020.

Xero is an Equal Opportunity Employer.