Reports to: Results Desk Manager
Location: Metro Detroit, MI — USA

About Xeeva:

Xeeva specializes in sourcing, procurement, and supplier management software for indirect material spend. Our solutions approach is grounded in the belief that results come through a combination of intelligent technology, domain expertise, and a deep understanding of client business objectives and challenges. Our technology is deployed for major customers in over 40 countries and across 240,000+ suppliers. Headquartered in Metro Detroit, MI, Xeeva includes a network of over 100 employees, including company-owned development and operations centers in Bhopal, India.   

Role Summary:

This role enables you to deal with clients directly, with customer experience being the key aspect. You will be handling client issues or concerns.

Essential Duties & Responsibilities Include:

  • Troubleshooting
  • Resolving all customer inquiries with same-day resolution
  • Completing simple software data changes
  • Supporting launch team when required
  • Running ticket status calls
  • Preparing customer dashboard reports
  • Delivering high customer satisfaction and a phenomenal end-user experience through:
    1. Customer interactions
    2. Supporting implementation team with Go Live, Stabilization, and Hypercare
  • Monitoring quality of service
  • Monitoring overall customer satisfaction score and ticket status/SLA for assigned customers
  • Training users over phone/Zoom or MS Teams calls on reported concerns

Education and Experience:

  • High school diploma or equivalent
  • Proficient in Excel and Outlook
  • Good typing skills
  • Excellent written and verbal English communication skills, second language (i.e. Spanish preferred)
  • 1+ year of experience in client support/communication

Key Competencies:

  • Persuasiveness
  • Strong team player, with the innate ability to build and maintain strong cross-functional relationship, adaptable
  • Effective and excellent analytical and problem-solving skills, results-oriented, and data-driven
  • A very strong sense of urgency in work activities. Quick to initiate and respond, does not like issues or problems to linger
  • High motivation to learn new skills
  • Highest level of ethics and integrity

Apply now: careers@xeeva.com