Express Customer Support Analyst Xactly
THIS JOB HAS EXPIRED At Xactly, we?re used to being honored for our SaaS-based incentive compensation software. Now we've also made a name for ourselves as one of the top places to work in the United States, thanks to our growing business, engaged employees and values-based culture.
A few of our recent honors:
?Great Place to Work named us one of the 25 best small workplaces in the United States in its 2012 report for Forbes magazine.
?The Bay Area News Group chose us as a 2012 Top Work Place.
?The Wall Street Journal's "Next Big Thing" list recognized us as one of the top 50 start-ups in the U.S. for two years in a row.
We're looking for people who want to make an impact?on their team, on the company and on the business world.
Every day we revolutionize the way companies?including Salesforce, LinkedIn, Workday, and NBC Universal?pay and motivate their people. Our web-based products integrate seamlessly into Salesforce, Microsoft, Intuit and other leading SaaS systems.
Xactly offers a respectful team atmosphere, opportunities for career growth, a commitment to community and, yes, lots of laughter. Want to make a difference? Want to have some fun? Join us.
We are seeking a Express Support Analyst. This person is responsible for supporting customers through issues on Xactly?s applications. They also have responsibility to ensure customer retention through strong customer service all the way from the install of the application through rolling it out to their end-users. This interaction will typically be at the Director level and above at SMB companies who expect high levels of customer service.
Handle/Triage all inbound Express support issues
Interact with customers with daily/weekly meetings, and drive resolution to issues/cases
Maintain meticulous notes in Zendesk and Salesforce on customer progress, issues and enhancement requests to be delivered to the cross-functional team
Partner with Sales and Implementation teams to drive results for success
Develop/maintain current and new support procedures
Log/track issues and bugs
Contribute solutions to the Xactly Knowledge Base and other publications
Create and edit new knowledge-base articles and content
Handle add-on implementation work such as additional plans for existing customers
B.S. in Business, Accounting, Finance, Information Systems
Strong technology and business acumen
Strong interest in cutting edge technology/knowledge of the Internet industry
Strong analytical and problem solving skills (business & technical), using a comprehensive approach with attention to detail
Experience working with administrative tools and/or ticketing systems (desired)
Background in building/testing software projects, academic or otherwise (desired)
Self-aware, poised, and able to work seamlessly as part of a team
||35 South Market Street |
San Jose, CA 95113
THIS JOB HAS EXPIRED