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Junior Support Specialist

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Xelix

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Accounting & Tax
  • London

AI generated summary

  • You need 1+ year in a customer-facing role, strong multitasking and problem-solving skills, effective communication, a customer-first mindset, and a bachelor's degree or equivalent experience.
  • You will handle customer queries, provide solutions, collaborate with teams, manage support communications, and update the knowledge base, ensuring customer satisfaction and timely responses.

Requirements

  • Experience: At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry. Background in support, accounting, or accounts payable is preferable but not required.
  • Adaptability: Strong time management and prioritisation skills, maximising both personal efficiency and team productivity. Thrives in a fast-paced environment, effectively multitasking and handling shifting priorities.
  • Customer-Centric Mindset: A customer-first approach, with a genuine passion for helping customers feel valued and heard.
  • Technical Proficiency: Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers. Strong analytical and problem-solving skills.
  • Effective Communication: Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour, dedicated to delivering outstanding customer service.
  • Proactiveness: Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences.
  • Education: Bachelor’s degree or equivalent experience, preferably in a related field.

Responsibilities

  • Proactively handle technical and non-technical customer queries, providing efficient and effective solutions.
  • Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers.
  • Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements.
  • Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns.
  • Maintain and update the knowledge base with new product information, ensuring customers have access to the latest resources.
  • Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction.

FAQs

What is the main responsibility of a Junior Support Specialist?

The main responsibility of a Junior Support Specialist is to proactively handle technical and non-technical customer queries, providing efficient and effective solutions while representing the customer’s voice within the company.

What qualifications are required for this role?

At least one year of experience in a customer-facing role is required. A bachelor’s degree or equivalent experience, preferably in a related field, is also preferred.

Is experience in customer support, accounting, or accounts payable necessary?

Experience in customer support, accounting, or accounts payable is preferable but not required.

What kind of environment does this role operate in?

This role operates in a fast-paced and collaborative environment, requiring strong adaptability and multitasking skills.

How many annual leave days do employees receive?

Employees receive 27 days of annual leave, including 3 days for Christmas closing, with the option to roll over 3 days.

What benefits do you offer besides salary?

Benefits include comprehensive private medical and dental cover, enhanced parental leave, a personal learning and development budget, and team retreats and socials.

Is there a focus on employee development?

Yes, we have a learning and development culture, providing a £500 personal annual budget for professional growth.

What is the work arrangement for this position?

The position offers a hybrid working model with two days a week from our dog-friendly Hoxton office.

How does the company approach diversity and inclusion?

The company believes that people from diverse backgrounds make our products and company better, and encourages applicants from all backgrounds to apply.

Is there support available for individuals with disabilities during the interview process?

Yes, we are happy to accommodate any needs to make the interview process better for individuals with disabilities.

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Xelix

Your Accounts Payable Control Centre

Technology
Industry
11-50
Employees
2016
Founded Year

Mission & Purpose

Xelix is a leading smart technology company with a simple mission: to build best-in-class solutions for Accounts Payable. With a goal of helping organisations streamline their procurement processes and optimise spending, Xelix offers software tools and platforms designed to automate various aspects of procurement, including sourcing, supplier management, contract management, and spend analysis. Through an innovative approach and commitment to customer success, Xelix strives to revolutionise the way businesses manage their processes and drive greater value from their supply chain activities.