Customer Support Agent

Dublin, Ireland • Permanent • Customer Success & Support

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.

The Role:

 

  • 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.

Requirements:

  • 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
Ask us a question!