XSellco, is an Irish headquartered software company that builds innovative solutions to allow eCommerce businesses of all sizes to fulfil their potential. We are looking for a motivated candidate to join our Customer Support team to provide ongoing support to our customers and to enhance overall customer satisfaction.
As a leading provider of Help Desk software, XSellco prides itself on providing exceptional customer support to our existing and potential customers.
- Immediately gain a thorough understanding of XSellco products and services
- Diagnose and resolve customer issues in an accurate and efficient manner
- Provide knowledgeable and practical support to customers in order to resolve their issues
- Engage with customers via inbound chat, phone and email requests
- Work with customers to configure their system to best suit their needs
- Gather customer and product feedback to feed into the product development cycle
- Proactively work with other team members to assist others in achieving improved customer support and improved retention metrics
- Build a sustainable relationship with customers
- Manage customer communications, e.g., notifications, e-mails, down-time notices and release notes.
- Proven customer support experience for a software development company
- Technically savvy, with strong diagnostic abilities
- Ability to communicate with both technical and non-technical users
- Ability to speak clearly and persuasively in positive or negative situations; Listen and get clarification; Respond well to questions
- A quick learner and ability to understand new technologies
- Patient, empathetic and good communicator
- Professional telephone manner essential
- Proficient in relevant computer applications
- Second language is welcomed but not a prerequisite