About Xola
Xola is a growing and profitable software company that provides enterprise-class booking and marketing software for the Tourism industry.
We are on a mission to empower companies and local economies with the industry's most powerful, modern, and easy-to-use software. Our product is at the core of what we do and our ethos is that our product lives at the intersection of art and science.
- We engineer like scientists and we build only after we've taken the time to deeply understand our customers' problems.
- We design like artists and there's a purpose behind every pixel, every keystroke.
In both cases, this helps us create robust, easy-to-use solutions that stand the test of time. Knowledge + Beauty = Powerful software.
Our Culture & Values
We want to do the best work of our career at Xola and we seek others who want the same. Doing our best work at Xola means we have a shared understanding of how we should all show up everyday for each other.
You’ll be in good company with us if you espouse these values well in a professional setting. Our glassdoor reviews are evident of the same: https://www.glassdoor.co.in/Reviews/Xola-Reviews-E996176.htm
- Empathetic: Dedicated to customers, perceptive & anticipatory, caring, good listener, and good vibes.
- Beginner's mind: Curious, learner, courageous, critical thinker, creative, and challenges status quo.
- Radically transparent: Open & safe, communicative, good intentions, and constructive communication.
- Black belt: Domain expert, focused, get shit done, reliable, thoughtful and thorough planner, “gritty” & persaverent, teacher, good judgement, and impactful.
What You Will Do
You will be reporting to our Director of Technical Support and be the main support liaison for our clients via phone, chat, and email. The Technical Support team ensures knowledgeable, efficient, and quality support on an ongoing basis. Each Technical Support liaison stays abreast of information on all engineering processes to ensure stellar support to all internal and external customers.
Schedule: Full-time, Friday - Tuesday or Friday to Monday (*weekends are required)
Core Responsibilities
- Assist team members with knowledge share and work together to ensure consistent knowledge on day to day support needs
- Respond quickly, friendly, and efficiently to all inbound client requests via chat, phone, and email ensuring quality responses
- Ensure that important client issues are escalated via proper processes and channels
- Ensure support processes and metrics are followed and that there is consistency in service
- Evaluate, recommend, and implement new support processes and features to improve customer satisfaction and increase the overall efficiency of the team
- Uphold company culture internally and externally
- Assist with work overflow projects and assignments from Management as requested
- Willingness to cover additional shifts/On-call assignments as able/needed (coworker vacations,etc)
Planning:
- Assist in ensuring quarterly deliverables are met
Team & Culture:
- Motivate team members
- Help create an inspiring team environment and open communication culture
- Showcase team “wins” and acknowledge individual high performance accomplishments
- Ensure consistency of culture across time zones
- Hold team members accountable to quality service
What You Will Bring
- 3+ years of experience in a technical or customer support based role.
- English fluency is a must as you will be interacting with our customers.
- Experience working with Clients in the SaaS space is a must.
- Knowledge of tools such as ZenDesk, Jira, VoIP, and Confluence are a plus but not required.
- Excellent problem-solving and troubleshooting skills.
- Strong communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical stakeholders.
- Serbian work authorization is required**
What We Offer
In addition to our incredible team, there are lots of other fun reasons to work with us.
- Competitive pay
- Annual learning & development funds
- Paid vacation time.
- Paid parental leave
- Team activities
- Paid 1 month sabbatical after 5 years
What We Do
Xola provides cloud-based software that makes it simple for businesses to manage reservations in real time from any channel—bookings made in-person, over the phone, through their company website, on Xola’s vendor mobile app, with local resellers, and online travel agents that are integrated with Xola.
The tours and activities landscape is incredibly fragmented, comprised largely of SMBs with limited access to modern business tools. As a result, these companies suffer from operational deficiencies and often fall short of their economic potential. Not only is this a problem for local providers but also for tour resellers like Viator, Groupon, Kayak and others.
Xola’s reservation software fills this vital distribution gap and helps tour operators accelerate their growth with its cloud-based and easy-to-use tools. The tours and activities industry is worth $120 billion globally, and with Xola, tour providers and resellers can tap into this immense market unlike ever before.
We're not the only ones that recognize the importance of powerful software in this industry. Stephen Ambrose of Steadfast Venture Capital argues that in travel technology, “the back end is really the emerging opportunity... One reason it is exciting is that it is not crowded, not noisy.”
Xola is growing quickly and is looking for top performers to help us serve the business needs of tens of thousands of tour and activity companies worldwide
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