Technical Support Specialist

About Xola

Xola is a growing and profitable software company that provides enterprise-class booking and marketing software for the Tourism industry.

We are on a mission to empower companies and local economies with the industry's most powerful, modern, and easy-to-use software. Our product is at the core of what we do and our ethos is that our product lives at the intersection of art and science.

• We engineer like scientists and we build only after we've taken the time to deeply understand our customers' problems.
• We design like artists and there's a purpose behind every pixel, every keystroke.

In both cases, this helps us create robust, easy-to-use solutions that stand the test of time. Knowledge + Beauty = Powerful software.

Our Culture & Values

We want to do the best work of our career at Xola and we seek others who want the same. Doing our best work at Xola means we have a shared understanding of how we should all show up everyday for each other.

You’ll be in good company with us if you espouse these values well in a professional setting. Our glassdoor reviews are evident of the same: https://www.glassdoor.co.in/Reviews/Xola-Reviews-E996176.htm

• Empathetic: Dedicated to customers, perceptive & anticipatory, caring, good listener, and good vibes.
• Beginner's mind: Curious, learner, courageous, critical thinker, creative, and challenges status quo.
• Radically transparent: Open & safe, communicative, good intentions, and constructive communication.
• Black belt: Domain expert, focused, get shit done, reliable, thoughtful and thorough planner, “gritty” & persaverent, teacher, good judgement, and impactful.

What You Will Do

You will be reporting to our Director of Technical Support and be the main support liaison for our clients via phone, chat, and email. The Technical Support team ensures knowledgeable, efficient, and quality support on an ongoing basis. Each Technical Support liaison stays abreast of information on all engineering processes to ensure stellar support to all internal and external customers.

Schedule: Full-time, Friday - Tuesday or Friday to Monday (*weekends are required)

Core Responsibilities

• Assist team members with knowledge share and work together to ensure consistent knowledge on day to day support needs
• Respond quickly, friendly, and efficiently to all inbound client requests via chat, phone, and email ensuring quality responses
• Ensure that important client issues are escalated via proper processes and channels
• Ensure support processes and metrics are followed and that there is consistency in service
• Evaluate, recommend, and implement new support processes and features to improve customer satisfaction and increase the overall efficiency of the team
• Uphold company culture internally and externally
• Assist with work overflow projects and assignments from Management as requested
• Willingness to cover additional shifts/On-call assignments as able/needed (coworker vacations,etc)

Planning:

• Assist in ensuring quarterly deliverables are met

Team & Culture:

• Motivate team members
• Help create an inspiring team environment and open communication culture
• Showcase team “wins” and acknowledge individual high performance accomplishments
• Ensure consistency of culture across time zones
• Hold team members accountable to quality service

What You Will Bring

• 3+ years of experience in a technical or customer support based role.
• English fluency is a must as you will be interacting with our customers.
• Experience working with Clients in the SaaS space is a must.
• Knowledge of tools such as ZenDesk, Jira, VoIP, and Confluence are a plus but not required.
• Excellent problem-solving and troubleshooting skills.
• Strong communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical stakeholders.
• Serbian work authorization is required**

What We Offer

In addition to our incredible team, there are lots of other fun reasons to work with us.

• Competitive pay
• Annual learning & development funds
• Paid vacation time.
• Paid parental leave
• Team activities
• Paid 1 month sabbatical after 5 years