XBP Global ยท 2 days ago
Customer Service Rep
Washington, DC
Full-time
Onsite
Entry Level
2+ years expXBP Global is a workflow automation leader that focuses on business process automation and digital transformation for clients. The Client Services Associate will act as a liaison between the company and clients, providing technical support, troubleshooting issues, and ensuring high client satisfaction through quality service.
Computer Software
Responsibilities
Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries via phone, email, or online chat
Provide expert technical assistance and troubleshooting guidance to clients experiencing issues with our products or services, diagnosing problems and guiding them through resolution steps
Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy
Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases
Assist clients with product setup, configuration, and customization, offering guidance and best practices to optimize their use of our offerings
Educate clients on product features, functionalities, and updates, ensuring they have the knowledge and resources needed to leverage our solutions effectively
Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction
Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations
Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends, continuously enhancing your expertise and capabilities
Maintain a positive and professional demeanor in all client interactions, striving to exceed expectations and deliver an outstanding service experience that reinforces client loyalty and satisfaction
Qualification
Required
Associate's or bachelor's degree in hospitality management, business administration, or a related field, or an equivalent combination of education and relevant experience is required
Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry
Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds
Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast-paced environment
Exceptional problem-solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues
Customer-focused mindset with a passion for delivering exceptional service and building positive client relationships
Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage
Preferred
Previous experience in a technical support role supporting software applications, hardware devices, or cloud-based solutions
Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management
Certification in relevant technical areas such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials
Experience using CRM (Customer Relationship Management) software or ticketing systems to manage client interactions and support requests
Benefits
A full range of medical, financial, and/or other benefits
Company
XBP Global
XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase