
Customer Experience Advocate
17 hours ago
Responsibilities:
">As a Solution Specialist, you will play a key role in supporting our customers and ensuring they get the most out of our software. Your responsibilities include:
- Ensuring that Xait adheres to applicable legislation and procedures within relevant functional areas, demonstrating a high level of integrity and professionalism, and working collaboratively and effectively within all levels of the organization.
- Providing professional customer service and support for Xait's software applications as well as other possible Support topics for external and internal users.
- Developing and maintaining excellent application support documentation, conducting software error testing, tracking support tickets and client communication, supporting new and existing clients, providing onboarding support, escalating within SOPs, supporting internal product support requests, and contributing to the shared support knowledge base.
- Representing users of Xait solution(s) by becoming an expert and specialist in as many aspects of the solution(s) as possible.
- Providing customer support through phone consultation or service platforms (JIRA, Zendesk, Monday.com) on a daily basis.
- Helping maintain and further develop best practices for support and training.
- Supporting Sales and Customer Success in their pre- and post-sales efforts.
- Bridging the communication gap between customers and development.
- Providing customer consultancy and training through online and onsite sessions. Domestic and international travel as required.
- Handling support tickets as 1st or 2nd line of defense, depending on the process.
- Assisting with QA efforts on Xait Solutions.
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