Customer Support Analyst

As a Customer Support Analyst at Xactly Corporation, you will play a crucial role in providing exceptional functional application support to Xactly customers. Your responsibilities will include resolving complex issues by collaborating with cross-functional teams in QA, Engineering, and Operations. You will be expected to engage with clients, manage intricate client relationships, and persistently work towards achieving resolutions. Xactly values diversity and believes in the power of unique perspectives to drive innovation and foster strong customer relationships across different cultures worldwide. The Xactly Support team is rapidly expanding, and your role will involve working with various products such as Incent, Credit Assignment, Modeling, and Quota. With customers located globally and offices in San Jose, Denver, Bangalore, UK, and Toronto, you will be encouraged to work independently while maintaining a high level of accountability. Collaboration and teamwork are essential qualities for success within our dynamic and diverse team environment. Your skill set should include: - Providing application support for all Xactly products - Handling customer service requests, documenting case history, and tracking solutions - Communicating effectively with customers via phone, email, and online support tools - Supporting new product releases and patches, escalating issues when necessary - Collaborating with internal teams to address design and maintenance issues - Contributing solutions to the Xactly Knowledge Base Job Requirements: - Bachelor's degree - 2+ years of experience in a customer service-related role - Proficiency in SQL - Strong analytical and problem-solving skills - Excellent written and verbal communication skills - Ability to work independently and as part of a team - Openness to work in US/UK shift timings Within the first month, you will: - Attend New Hire Training - Familiarize yourself with Xactly's product suite and technologies - Set up a local development environment for troubleshooting customer issues Within three months, you will: - Participate in product training sessions - Handle tasks for Premium/ Premium Plus customers - Engage in customer calls and product testing activities Within six months, you will: - Monitor Automation and Server processes - Ensure best development practices are followed - Participate in maintenance and new product SDLC independently Within twelve months, you will: - Collaborate with other development and QE teams - Take ownership of product features and processes - Drive continuous process improvements for product quality - Mentor new team members and contribute to their training Benefits & Perks: - Paid Time Off (PTO) - Health and Accidental Insurance Coverage - Tuition Reimbursement - XactlyFit Gym/Fitness Program Reimbursement - Employee Referral Program - Free Snacks (onsite) - Free Parking and Subsidized Bus Pass - Wellness Program Join us at Xactly Corporation and be a part of a team dedicated to unleashing human potential and maximizing company performance. Our core values of Customer Focus, Accountability, Respect, and Excellence guide us in delivering exceptional service to our customers. We do not accept resumes from agencies, headhunters, or suppliers without a formal agreement.,