[Remote] Customer Support Specialist I

Note: The job is a remote job and is open to candidates in USA. Xplor Technologies is a company that provides software solutions for managing golf courses, aiming to enhance the experience for small club owners. They are seeking a Customer Support Specialist I to handle incoming customer calls, provide troubleshooting, and resolve issues related to their SaaS products while ensuring excellent customer service.ResponsibilitiesFirst point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emailsProvides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS OfficeIdentify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support TeamsProvide excellent customer service through all support channels and ongoing ticket managementAct as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customersCreate documentation and knowledge base articles to improve service deliveryTake ownership of customer issues and provide resolution or escalate when necessaryCommunicate with other departments including sales, implementation, development, and technology to ensure client needs are metAdherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targetsSkillsPassion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat)Technically savvy with curiosity for how software works and drive to master new software/technologiesKeen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technicalAbility to multi-task effectively in an energetic, fast-paced environmentA minimum of 1 year of experience in a customer-facing roleCollege degree preferred and/or up to a year of equivalent relevant experiencePrior customer service experience in a SaaS (software-as-a-service) environment preferred, but not requiredWorking knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud)Company OverviewXplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies. It was founded in 2021, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.xplortechnologies.com/.