As a Customer Support Analyst at Xactly, you will be part of a high-performing team dedicated to shaping the future of Customer Support. Your primary responsibility will be to provide exceptional functional application support to Xactly customers, contributing significantly to problem resolution for complex issues. Collaboration with various teams such as QA, Engineering, and Operations will be essential in solving challenges and delivering impactful outcomes for customers and stakeholders. **Key Responsibilities:**
Understand, replicate, validate, and resolve customer service requests from customers and partners in English. - Document and track case history, case status, and solutions while maintaining regular communication with customers through phone, email, and online tools. - Effectively communicate and document design, reliability, and maintenance issues to Engineering, Product Management, or Technical Operations through formal escalation processes. - Participate in the software development life cycle, including testing product releases and patches. - Create and update articles for the Xactly Knowledge Bases. - Manage escalations and foster relationships with assigned customers. - Attain product certifications promptly and become a Subject Matter Expert (SME) for the organization. **Qualifications Required:**
Bachelor's degree with 5+ years of experience directly working with customers in a Customer Service related role. - Advanced SQL experience. - Strong analytical, problem-solving, and communication skills both written and verbal. - Ability to work independently as well as collaboratively within a team. - Willingness to work in US/UK Shift timings, including weekends and holidays. **Good-to-Have Skills:**
Experience in providing SAAS application support to business users (e.g., sales operations, sales, finance, HR, payroll, management). - Exposure to Xactly products like Incent, Analytics, Extend, and Reporting. - Preferred ability to communicate in Spanish. Xactly offers a dynamic work environment where you can contribute to meaningful work alongside industry leaders. You will have access to cross-portfolio development programs and have the opportunity to be part of shaping the future of enterprise software. We uphold our values of Customer Focus, Accountability, Respect, and Excellence (CARE) to deliver the best to our customers every day. Join Xactly, powered by Vista, and be part of a team that values career growth, innovation, and excellence. As a Customer Support Analyst at Xactly, you will be part of a high-performing team dedicated to shaping the future of Customer Support. Your primary responsibility will be to provide exceptional functional application support to Xactly customers, contributing significantly to problem resolution for complex issues. Collaboration with various teams such as QA, Engineering, and Operations will be essential in solving challenges and delivering impactful outcomes for customers and stakeholders. **Key Responsibilities:**
Understand, replicate, validate, and resolve customer service requests from customers and partners in English. - Document and track case history, case status, and solutions while maintaining regular communication with customers through phone, email, and online tools. - Effectively communicate and document design, reliability, and maintenance issues to Engineering, Product Management, or Technical Operations through formal escalation processes. - Participate in the software development life cycle, including testing product releases and patches. - Create and update articles for the Xactly Knowledge Bases. - Manage escalations and foster relationships with assigned customers. - Attain product certifications promptly and become a Subject Matter Expert (SME) for the organization. **Qualifications Required:**
Bachelor's degree with 5+ years of experience directly working with customers in a Customer Service related role. - Advanced SQL experience. - Strong analytical, problem-solving, and communication skills both written and verbal. - Ability to work independently as well as collaboratively within a team. - Willingness to work in US/UK Shift timings, including weekends and holidays. **Good-to-Have Skills:**
Experience in providing SAAS application support to business users (e.g., sales operations, sales, finance, HR, payroll, management). - Exposure to Xactly products like Incent, Analytics, Extend, and Reporting. - Preferred ability to communicate in Spanish. Xactly offers a dynamic work environment where you can contribute to meaningful work alongside industry leaders. You will have access to cross-portfolio development programs and have the opportunity to be part of shaping the future of enterprise software.