Job Title: Account Support Officer - Work from Home Company: Xero Location: Wellington, Wellington, NZ Job Type: Part-time Seniority: Entry Level Years of Experience: 1 ### Job Description: Xero, a leading accounting software company, is seeking a motivated and resilient Account Support Officer to join our dynamic team. This entry-level, part-time position will allow you to work from the comfort of your home, providing you with the flexibility to balance your work and personal life while contributing to a collaborative environment. We are looking for someone who is dedicated, hardworking, and enthusiastic about providing exceptional customer service and support to our clients. ### Key Responsibilities: Client Communication: Serve as the primary point of contact for small to medium-sized businesses using Xero's software. Respond promptly to customer inquiries via phone, email, and chat, ensuring all communication is professional and effective. Account Management: Assist clients in onboarding and setting up their accounts, ensuring they understand how to utilize Xero's features to benefit their business operations. Monitor and manage customer accounts, tracking usage and addressing any issues that may arise. Customer Support: Provide technical support for Xero's software, assisting clients in navigating the platform and troubleshooting any problems. Follow up with clients post-support interactions to ensure resolutions are satisfactory and to deepen the customer relationship. Documentation and Reporting: Maintain accurate records of customer interactions and account activities within our customer relationship management (CRM) system. Prepare weekly and monthly reports on customer feedback and support metrics. Collaboration: Work closely with cross-functional teams, including sales, product development, and marketing, to share insights and help improve customer service. Build and maintain strong relationships with colleagues, clients, and partners, fostering a positive and collaborative work environment. ### Requirements: Experience: Minimum of 1 year of experience in a customer support or account management role, preferably in a tech or software industry. Technical Skills: Proficiency in using various customer support and CRM software. Familiarity with accounting principles is a plus but not required. Personality Traits: Resilient: Ability to remain positive and focused, even in challenging situations. Hardworking: Commitment to going the extra mile to meet clients' needs and exceed expectations. Soft Skills: Persuasion: Strong ability to influence and negotiate effectively with clients. Presentation: Excellent verbal and written communication skills, allowing you to present information clearly and engagingly. ### Benefits: Training & Professional Development: Opportunities to enhance your skills through ongoing training programs and workshops. Travel & Spending Expenses: Reimbursement for any work-related travel and expenses incurred during business operations. Parental Leave: Generous parental leave policies to support our employees during significant life events. ### Working Environment: At Xero, we pride ourselves on building strong relationships with colleagues, clients, and partners. You will be part of a collaborative team that values open communication and diverse perspectives. We believe in promoting a positive workplace culture that supports professional growth and personal well-being while ensuring that every voice is heard. ### Application Process: If you are a hardworking, resilient individual with a passion for helping customers succeed, we invite you to apply for the Account Support Officer position by submitting your resume and a cover letter by October 22, 2024 . Equal Opportunity Statement: Xero is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, experiences, and perspectives. Join us in making the world more beautiful for small businesses! Apply today to be part of something special at Xero. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr