Overview:

Job Title: Customer Support Analyst

Location: Bengaluru

Function: Customer Support

Position Type: Regular, Full-time

Position Level: Experienced

Xactly has helped thousands of companies and millions of sellers around the world beat their revenue targets. Using the Xactly Intelligent Revenue Platform, leaders look past the current quarter to create revenue streams for long-term growth. It is the only solution that aligns seller behavior with boardroom strategy to create a resilient, predictable and profitable business.

We deliver this 100% cloud solution by unleashing human potential. Our employees live our CARE values by focusing on customers’ success and treat every user of our products as a member of our family. Every one of us is accountable to keep our word, own our mistakes and show up with an optimistic spirit. We respect each other and value the differences that make us diverse. And we strive for excellence in everything we do - from the innovation in our products to the fun at our events.

THE OPPORTUNITY

As the Customer Support Analyst at Xactly Corporation, you’ll will be responsible for providing excellent customer service and support a variety of customers. Support works with Sales, Customer Success, and Engineering to guarantee that customers are successfully adapting our product. Customer We are seeking engaging, adaptable, attentive, customer focus individuals who are confident at problem solving and being customer friendly team members.

THE TEAM

Xactly’s Customer Support team is a talented and growing team with members in San Jose, Denver, Bangalore, Toronto, London and Australia and has responsibility for delivering 24X7 support to our global Enterprise, Commercial and SMB customers

THE SKILL SET
• B.A./B.S in Computer Science, Engineering, Business Administration, or Information Systems
• Excellent customer service skills; 3+ years experience in a Customer/Technical Support role supporting a complex SaaS solution(s) for Enterprise B2B customers
• Strong problem-solving skills
• You are a creative problem solver who is passionate about ensuring customers are successful and you can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative and effective way you worked with them through challenging situations.
• You are considered the expert in a number of product areas by your current team and the go-to person when things get challenging.
• You are a confident communicator with outstanding written and verbal skills
• You are skilled prioritizer and multi-tasker and have demonstrated ability to manage multiple key customer issues concurrently
• Basic knowledge in Microsoft Excel and Word Document
• Good Grasp of SQL
• Fluent in English and proficient in German and/or French

WITHIN ONE MONTH, YOU’LL:
• Complete Xactly’s Incent onboarding program and gain an initial familiarity with Xactly’s key products, support tools and support processes.
• Explore tools used by Xactly Support such as Xactly Incent and the entire Xactly product suite, Salesforce, Atlassian JIRA, Zoom and more.
• Explore and become familiar with standard day to day Global Customer Support processes.
• Resolve password and access issues.
• Start working with senior resources to understand the concepts
• Build relationships with key customers and solve basic issues

WITHIN THREE MONTHS, YOU’LL:
• Continue to build product knowledge and take on cases with increasing complexity.
• Develop an understanding of the role of other Xactly departments (Product, Engineering, Operations, Success) and build the cross-functional relationships you will leverage to ensure the success of your customers.
• Reviewing maintenance and testing processes.
• Review Operations and Engineering scenarios.
• Hands on initial build out of your own Xactly business environment.

WITHIN SIX MONTHS, YOU’LL:
• Be able to work independently supporting Xactly’s customers.
• Develop product and customer expertise to collaborate cross functionally with our Product Management, Engineering, Professional Services and Operations team.

Benefits and Perks
• Paid Time Off (PTO)
• Comprehensive Insurance Coverage
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
• Free Parking and Subsidized Bus Pass (a go-green initiative!)

THE XACTLY STORY

Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, ****** orientation, or any other characteristic protected by law.

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We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us