You will be joining Xactly, a Vista-backed organization known for its Sales Performance Management Solutions. As a Customer Support Analyst, you will play a crucial role in providing exceptional functional application support to Xactly customers. Your responsibilities will include understanding, replicating, validating, and resolving customer service requests, documenting and tracking case history, communicating effectively with customers, collaborating with cross-functional teams, participating in the software development life cycle, managing escalations, and becoming a subject matter expert for the organization. **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 communicating regularly with customers via phone, email, and online tools. - Communicate and document design, reliability, and maintenance problems to Engineering, Product Management, or Technical Operations. - Participate in the software development life cycle, including testing of product releases and patches. - Create and update articles for the Xactly Knowledge Bases. - Manage escalations and relationships for assigned customers. - Earn product certifications and become an SME for the organization. **Qualifications Required:**
Bachelor's degree with 5+ years of experience working directly with customers in a Customer Service related role. - Advanced SQL experience. - Strong analytical, problem-solving, and communication skills (written and verbal). - Ability to work independently and as part of a team. - Openness to work in US/UK Shift timings, weekends, and holidays. **Additional Details:**
Xactly values Customer Focus, Accountability, Respect, and Excellence (CARE) as the keys to success. You will have access to benefits and perks such as Paid Time Off, Health and Accidental Insurance Coverage, Tuition Reimbursement, XactlyFit Gym/Fitness Program Reimbursement, Free snacks onsite, Employee Referral Program, Free Parking, Subsidized Bus Pass, and a Wellness program. Build your career with Xactly, powered by Vista, and be part of a mission-driven team shaping the future of enterprise software. You will be joining Xactly, a Vista-backed organization known for its Sales Performance Management Solutions. As a Customer Support Analyst, you will play a crucial role in providing exceptional functional application support to Xactly customers. Your responsibilities will include understanding, replicating, validating, and resolving customer service requests, documenting and tracking case history, communicating effectively with customers, collaborating with cross-functional teams, participating in the software development life cycle, managing escalations, and becoming a subject matter expert for the organization. **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 communicating regularly with customers via phone, email, and online tools. - Communicate and document design, reliability, and maintenance problems to Engineering, Product Management, or Technical Operations. - Participate in the software development life cycle, including testing of product releases and patches. - Create and update articles for the Xactly Knowledge Bases. - Manage escalations and relationships for assigned customers. - Earn product certifications and become an SME for the organization. **Qualifications Required:**
Bachelor's degree with 5+ years of experience working directly with customers in a Customer Service related role. - Advanced SQL experience. - Strong analytical, problem-solving, and communication skills (written and verbal). - Ability to work independently and as part of a team. - Openness to work in US/UK Shift timings, weekends, and holidays. **Additional Details:**
Xactly values Customer Focus, Accountability, Respect, and Excellence (CARE) as the keys to success. You will have access to benefits and perks such as Paid Time Off, Health and Accidental Insurance Coverage, Tuition Reimbursement, XactlyFit Gym/Fitness Program Reimbursement, Free snacks onsite, Employee Referral Program, Free Parking, Subsidized Bus Pass, and a Wellness program. Build your career with Xactly, powered by Vista, and be part of a mission-driven team shaping the future of enterprise software.