Global Support Associate
2 weeks ago
Xref is a leading provider of HR and recruitment technology solutions that empower organisations to make informed hiring decisions.
Our innovative platform enables businesses to collect and action feedback from their people, making it easier to hire and track talent throughout their journey.
Job OverviewWe are seeking an experienced Global Support Associate to join our team in Lahore. As a key member of our support function, you will play a vital role in delivering exceptional customer service and technical support to candidates, referees, and clients.
In this role, you will collaborate closely with our sales and account management teams to drive platform usage and support client renewals, ensuring long-term success and engagement with Xref.
You will be responsible for providing first-level technical support, ensuring prompt resolution of logged cases, and collaborating with our global support team to maintain a 24-hour international support system.
Key Responsibilities:
- Provide technical support to candidates, referees, and smaller clients via email.
- Ensure prompt resolution of logged cases, aiming for a 2-hour turnaround.
- Collaborate with Customer Success Consultants (CSCs) across Xref's global offices.
- Monitor and identify platform issue trends, logging them for product development improvements.
- Manage complaint resolution, escalating issues when necessary.
- Drive user adoption and engagement by delivering product education and support.
- Identify key contacts and users transitioning to new companies, creating opportunities for referrals and new sales prospects.
To succeed in this role, you will need to possess strong communication skills, both written and verbal, with a strong command of the English language.
You should have excellent problem-solving skills, with the ability to work in a fast-paced environment and prioritize tasks effectively.
A recent graduate or individual with at least one year of experience in a customer support or technical support role would be preferred.
Experience working in a similar industry or having knowledge of recruitment and hiring processes would be advantageous.
What We OfferAs a Global Support Associate at Xref, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service.
You will receive comprehensive training on our platform and be supported in your career development through regular performance reviews and growth opportunities.
We welcome applications from individuals who are passionate about delivering exceptional customer service and have a strong desire to learn and grow with our company.
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