About the Company
Xero is a global small business platform with 3.5 million subscribers which includes a core accounting solution, payroll, workforce management, expenses and projects. We are a fast-growing, innovative company dedicated to making business beautiful for small businesses worldwide.
Job Description
Are you passionate about technology and dedicated to delivering exceptional customer service? Xero is seeking a motivated and empathetic Online Support Representative to join our fully remote team. In this role, you will be the first point of contact for our valued customers, providing technical assistance and guidance on our award-winning SaaS platform. You will troubleshoot issues, answer product queries, and ensure a seamless experience for small businesses leveraging Xero. This is a unique opportunity to work from the comfort of your home, contributing to a vibrant and supportive team environment while helping businesses thrive.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and other online channels.
- Diagnose and resolve technical issues related to the Xero platform, including accounting features, integrations, and user functionality.
- Provide clear, concise, and step-by-step instructions to customers, ensuring their understanding and satisfaction.
- Escalate complex issues to senior support specialists or relevant internal teams when necessary.
- Maintain accurate and detailed records of all customer interactions and resolutions in our CRM system.
- Contribute to the continuous improvement of our knowledge base and internal documentation.
- Stay up-to-date with Xero product updates and new features to provide accurate and current support.
Required Skills
- Minimum 1 year of experience in a customer service or technical support role, preferably in a SaaS environment.
- Excellent written communication skills with a friendly and professional tone.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and online communication tools.
- Ability to work independently and manage time effectively in a remote setting.
- A genuine interest in technology and cloud-based software.
Preferred Qualifications
- Experience with accounting software or financial principles.
- Familiarity with the Xero platform.
- Basic understanding of API integrations or web services.
- Relevant certifications in customer service or IT support.
Perks & Benefits
- Competitive salary and annual leave.
- Comprehensive health and wellness programs.
- Generous paid parental leave.
- Flexible work arrangements and a fully remote setup.
- Professional development opportunities and career growth paths.
- Employee share plan.
- Access to Xero products for personal use.
- Supportive and collaborative team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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