Software Customer Support Specialist – Recruitment ATS

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Company Overview

XCD is a software business focused on delivering employee centred solutions on the Salesforce – Force.com platform. We have been around for over 10 years with a single platform solution covering HR, Payroll, Talent, Recruitment, Learning, Expenses and Performance (amongst others).

Our teams are mostly remote across the UK and India.

We have a strong and stable base of clients with well-known household names across the private and public sector. Backed by some of the best investors in the UK, we are now seeking an exceptional Customer Support Specialist to join our team.

Job Summary

As a Customer Support Specialist, you will be responsible for client interaction, resolving standard cases and escalating more complex issues for resolution in accordance with SLA targets.

This is a critical role for the organisation. The impressions that our clients and partners form and communicate to the marketplace may be gained from a single interaction from an issue managed by the support teams.

As a vital client touch point, you will be responsible for the efficient and timely resolution of any incoming technical issues and product queries. You will strive for professionalism, concise and swift customer/enquiry/issue resolution and provide proactive communication.

This role demands excellent communication skills, empathy, and a commitment to delivering exceptional service.

This role is remote, so you will be able to keep yourself motivated and strive to develop good working relationships with your team without being able to meet face to face on a regular basis.

Hours: Full time (37.5 hours per week)

Work Location: Home Based / Remote

Reporting To: Customer Support Team Lead

Key Responsibilities

 

  • Provide 2nd line application support, including investigations, diagnosis, and resolution of issues
  • Own and manage support tickets through the internal support process
  • Ensure every support query is understood, assessed, and resolved within the agreed SLA
  • Management of customer expectations including liaison, status updates and ticket resolution
  • Create & maintain a knowledge repository for support resolutions
  • Work with the Product-Development Team to analyse and resolve complex bugs

Skills & Experience

Essential:

  • Excellent coordination, and organisation skills
  • Excellent written and verbal communication
  • Excellent problem solving and analytical skills
  • 1st & 2nd line help desk co-ordination experience
  • Ability to demonstrate experience within a helpdesk role in a software environment
  • Solid Microsoft Office experience and knowledge
  • Experience of using SQL or other programming languages
  • Experience working with Oracle Server or other relational database system(s)

Desirable:

  • Previous experience of supporting recruitment software.
  • Knowledge / experience of Salesforce.com
  • Experience of supporting SaaS applications
  • Knowledge and experience with HTML/CSS/JavaScript

If you feel like you do not “check all the boxes” as you read this job advert, we hope you would consider applying anyway. We value people who will bring unique perspectives and new knowledge.

Benefits of working at XCD Group include...

  • Flexible working
  • 25 days holiday + public holidays
  • Pension 5% employer contribution
  • Death in service benefit – 2* annual salary
  • 24/7 GP Smart Health benefit
  • Perkbox
  • Paid volunteer days (2 days per year)

About XCD Group

XCD are proud to be an equal opportunities employer. We are committed to the values of Equal Employment Opportunity and can provide accessibility accommodations to applicants. If you are interested in this role and need accommodation or assistance to access our website, completing your application or anything else, please contact us by sending an email to: beverlyu@peoplexcd.com