Product Support Specialist (Syft Analytics) at Xero

About the Job

• Our Product Support team works together to provide great support to all Syft users. We are brand ambassadors and aim to delight our customers and make it easy for them to see how Syft adds value to their business.
• The Product Support Specialist plays a key role at our company and within the larger Customer Experience team. You will provide real-time and detailed support to our existing local and international customers (small business owners, bookkeepers, and accountants) via a chat interface and over short calls when they reach out to us with a question.
• We value people, personal growth, and are very proud of our culture.  We therefore provide training and coaching from your first day, and encourage you to participate in our company’s activities.

What you'll do

• Bring your knowledge of Accounting fundamentals when replying to our customer support queries.
• Support customers to get the most out of Syft, whether they are early in their adoption or seasoned professionals.
• Provide quality service to customers, focusing on finding ways to support them with their issues and queries accurately and within our targeted initial response times, or our case management system.
• Take ownership of enquiries and manage them through to resolution, and escalate any issues you are unable to resolve, ensuring customers are kept up to date at all times.
• Communicate outcomes to customers simply, but effectively, ensuring that they are satisfied with the outcomes you give.
• Find and share opportunities to improve the service offered to our customers.
• Keep yourself up-to-date with changes and training within Syft so that you can continue to offer great service to our customers.
• Help our customers through their queries quickly and efficiently.

Success looks like

• Providing exceptional support and advice on how our customers use their Syft subscription.
• Being adaptable to grow with the changing needs of our business and customers.
• Collaborating effectively with all teams in our business.
• Providing timely, accurate and helpful responses to customers as per agreed targets.
• Escalating priority issues and assisting in the prompt resolution of these.
• Capturing and sharing feedback from customers regarding improvements to the platform.

What you'll bring with you

• BCom Accounting degree or similar.
• A willingness to work alternative hours.
• Exceptional interpersonal skills: we are looking for someone who is clear, concise and convincing in their communication.
• Critical thinking with the ability to provide quick resolutions to customer queries.
• Possible previous experience in a service environment and working to service levels and quality targets.
• IT skills - confident with Microsoft Office and Google Suite. Any experience with other small business accounting systems and/or case management tools is beneficial.
• Diligence and commitment to following through and resolving problems.
• Ability to build effective relationships.
• A proven team player who proactively assists other team members.