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Overview:
Job Title: CUSTOMER SUPPORT ANALYST
Job Title: CUSTOMER SUPPORT ANALYST
Location: Bangalore, India
Function: Engineering
Position Type: Full-Time
Position Level: ENTRY LEVEL
Xactly has helped thousands of companies and millions of sellers around the world beat their revenue targets. Using the Xactly Intelligent Revenue Platform, leaders look past the current quarter to create revenue streams for long-term growth. It is the only solution that aligns seller behavior with boardroom strategy to create a resilient, predictable and profitable business.
We deliver this 100% cloud solution by unleashing human potential. Our employees live our CARE values by focusing on customers’ success and treat every user of our products as a member of our family. Every one of us is accountable to keep our word, own our mistakes and show up with an optimistic spirit. We respect each other and value the differences that make us diverse. And we strive for excellence in everything we do – from the innovation in our products to the fun at our events.
THE OPPORTUNITY
As a Customer Support Analyst in Xactly’s Bangalore office, you will provide outstanding functional application support to Xactly customers. You will also be an integral part of problem resolution for complex issues while partnering with our cross functional teams in QA, Engineering, and Operations. We are seeking an energetic, driven, and articulate team player who is comfortable interfacing with clients, managing complex and sensitive, client relationships, and fostering client relationships until a resolution has been reached. At Xactly, we believe everyone has a unique story to tell, and these small differences between us have a big impact. When bright, diverse minds come together, we’re challenged to think different ways, generate creative ideas, be more innovative, and take on new perspectives. Our customers come from different cultures and walks of life all around the world, and we believe our teams should reflect that to build strong and lasting relationships.
THE TEAM
Xactly’s Support team is growing rapidly and we need someone who can work the product Incent, Credit Assignment, Modeling and Quota. Covering offices in San Jose, Denver, Bangalore, UK and Toronto, we have customers globally and all resource are encouraged to operate independently with the highly level of accountability, but also have the ability to be a team player and work with multiple teams. And should be willing to work in night shift (US or UK shift)
THE SKILL SET
Casework providing application support for all Xactly products
Understand, replicate, validate, and resolve customer service requests from customers and partners (English speaking)
Document and track case history, case status and solutions
Communicate with customers regularly via phone, emails and online support tools about case status and solutions
Support testing of new product releases and patches
Submit escalations to the next level of support, operations or Engineering
Effectively communicate and document design, reliability, and maintenance problems to Engineering, Product Management, Technical Operations or Professional Services via formal escalation process
Contribute solutions to the Xactly Knowledge Base and other publications
Job Requirements:
Bachelor’s degree
Fresher or 1+ years of experience working directly with customers in a Customer Service related role (e.g. Retail)
Strong analytical and problem solving skills
Excellent written and verbal communication skills
Ability to work independently and as part of a team
Experience providing application support to business users (e.g., sales operations, sales, finance, HR, payroll, management) a big plus!
Required to work off standard hours to support global customers and on-call shift rotations
WITHIN ONE MONTH, YOU’LL:
Attend New Hire Training
Learn the Dev and QE processes
Gain exposure to Xactly’s product suite
Learn about Xactly’s tools and technologies
Get to know your team
Local development environment should be up and running for different applications and ready to troubleshoot customer issues.
WITHIN THREE MONTHS, YOU’LL:
Attend Incent product training sessions online and offline
Perform Tasks for Premium/ Premium Plus customers when required
Attend customer calls
Perform product testing in bug bashes.
WITHIN SIX MONTHS, YOU’LL:
Monitor the Automation and Server processes.
Ensure the best dev practices are being used in different products
Ensure that he/she is releasing the customers issues that he fixed in Agile process.
Participate and contribute in maintenance and new product SDLC and should be able to work individually on any tasks.
WITHIN TWELVE MONTHS, YOU’LL:
Partner and work cross functionally with other dev teams and the QE team
Take full ownership of features and processes of the product
Continuously think about and work on process improvements for an always high-quality product
Training and mentoring new joiners
BENEFITS & PERKS
Paid Time Off (PTO)
Comprehensive Insurance Coverage
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
Free Parking and Subsidized Bus Pass (a go-green initiative!)
THE XACTLY STORY
Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
To learn more about Xactly and the work that we do, follow us on Twitter, Facebook, LinkedIn, Glassdoor, and subscribe to our blog.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
