Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you’ll make an impact
As part of this role in the Xero Internal IT team, you will be responsible for providing outstanding customer service and support to Xero’s rapidly growing internal user base. As this is a user-facing role, you will be a highly visible representative of our team, providing Xero’s with the tools they need to do the best work of their lives.
What you’ll do
- Ownership over all support contact points (tickets, walk-ups, chat & phone)
- Diagnosis, further investigation and resolution of service requests and incidents
- Prioritising quick responses, and setting expectations with users
- Ensuring customer service standards are met, and striving to exceed them
- Handling software and hardware requests
- General user access and permission administration
- Contributing to the reduction of the team workload in your region via ticket resolution
- Assisting others as needed to ensure overall service objectives and team targets are achieved
- Liaising with Xero’s vendors as and when required to resolve issues
- Contributing to our global support experience
- Contributing to support documentation
- Be available for our global on-call roster
Success looks like
- An outstanding level of customer service is achieved and maintained
- Proving your ability to go above and beyond, to ensure the best result for our users
- Workload flow is healthy in your region, services levels are met and exceeded
- Process and policy is followed and standards are maintained
- Ownership of all responsibilities covered by your role
- Contributing to team spirit, goals and priorities
What you’ll bring with you
Critical competencies
- A passion and excitement for technology
- Outstanding interpersonal and customer service skills
- Strong written and verbal skills
- Multi-tasking and time management skills
- A logical problem solver
- Working well both autonomously, and in a team environment
Experience
- Relevant degree or certification
- 3 years relevant experience
- Knowledge of G-Suite, Active Directory or other cloud based applications
- Knowledge of Windows & Apple operating systems and hardware
Why Xero?
Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
