Position Overview

We are currently looking for a Tier 1 Technical Support Specialist to join our growing team of Ximites. Our Support Specialist will be in charge of providing front line support to our partners and end users with our software.

We have over 700 companies selling Chronicall and Xima CCaaS and most deals they close result in some type of question that comes to support. Questions about how to use our software, fixing bugs, and generating reports will be a part of your daily activities. You'll deal with people asking the same questions over and over, upset users who are struggling with the software, and complex issues that take time and attention to troubleshoot. You'll need to have composure and the ability to troubleshoot these challenging situations.

Job Duties

Technical support

• Answer incoming support calls by being in the queue
• Respond to support tickets
• Return left voice messages for support
• Generate reports for single and multi-site environments
• Troubleshoot Chronicall/Xima CCaaS and VRTX issues
• Understand Chronicall better than anyone else so you can fix issues quickly

Customer service

• Provide world class support to make the best possible experience for our resellers and end users
• Resolve questions or concerns quickly and efficiently
• Maintain composure with upset customers and partners

Skills Required

• Unbelievably organized
• Ability to work independently and with a team
• Exceptional time management skills
• Composure under pressure
• Customer service skills
• A love of dealing with people, even when they may be stressed
• Ability to prioritize tasks
• Exceptional follow through
• Knowledge of TeamViewer, servers, telephony industry
• Passion for change and staying busy

Why you'll love it here:

• Competitive compensation package including 100% paid coverage for the employee for Health, Life, Disability benefits and 50% coverage for Health for dependents
• Paid time off and paid holidays!
• Opportunity to work for an entrepreneurial company in an exciting phase of growth
• Opportunity to develop valuable Zendesk.com skills
• Great company culture and office that includes, ping pong, free fountain soda, regular team and company social events, and much, much more!
• 401(k) with matching after two month waiting period
• We have two incredible workspaces located in South Jordan (Salt Lake City) Utah and downtown Denver Colorado.

About Xima:

Xima is a growth stage startup focused on supporting our customers' missions of driving positive customer experience and customer interactions with the most modern technology and systems.

Xima Software is a multi-year Top Workplace award winner that has recently taken its first outside investment and is now in a phase of rapid growth and expansion! Through its flagship software Chronicall and its new cloud-based software Xima CCaaS, Xima Software empowers businesses to make better decisions, streamline their processes, and help them achieve their goals by providing clear and concise historical and real-time call data. Furthermore, through Xima's Contact Center feature, businesses can ensure that their clients are speaking to their most qualified experts, and are receiving the attention that creates growth. Xima exists to provide its clients with better data, which means better results! With over 10,000 global clients and counting, Xima Software is expanding into the future of growth and opportunity.

There has never been a better time to join the team - accelerate your career with us and let's grow together