Sr. Customer Support Specialist

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Responsibilities:

Communication
• Respond to customer inquiries and concerns via phone, email, or chat
• Provide timely and accurate information to customers
• Follow up with customers to ensure their issues have been resolved
• Maintain a positive and professional demeanor while interacting with customers
• Escalate complex issues to the appropriate department or supervisor
• Keep detailed records of customer interactions and transactions

Technical Support
• Troubleshoot technical issues and provide solutions to customers
• Assist customers with setting up and using products or services
• Collaborate with the technical team to resolve complex technical issues
• Provide instructions and guidance to customers on how to troubleshoot common technical problems
• Stay updated on product or service updates and changes to effectively assist customers

Customer Satisfaction
• Ensure customer satisfaction by addressing and resolving issues in a timely and effective manner
• Proactively reach out to customers to gather feedback and improve customer experience
• Identify and report recurring customer issues to improve overall product or service quality
• Maintain a high level of customer service and professionalism at all times
• Strive to exceed customer expectations and ensure a positive customer experience

Product/Service Knowledge
• Maintain a thorough understanding of company products or services
• Continuously update knowledge on new products or features
• Educate customers on product or service features and benefits
• Provide recommendations to customers based on their needs and preferences
• Collaborate with the sales team to promote and upsell products or services to customers

Teamwork
• Work collaboratively with other customer support specialists to ensure consistent and efficient customer service
• Share knowledge and best practices with team members to improve overall performance
• Participate in team meetings to discuss customer feedback and ways to improve customer satisfaction
• Support and assist team members during busy periods or challenging customer interactions

Administrative Tasks
• Complete administrative tasks, such as data entry and documentation, accurately and in a timely manner
• Maintain customer databases and update customer information as needed
• Generate reports to track and analyze customer service metrics
• Assist with training new customer support specialists on processes and procedures
• Adhere to company policies and procedures at all times.

High Impact Behaviors:
• Strategic Vision and Foresight: Senior professionals should have the ability to develop and communicate a clear vision for the future, anticipate trends, and prepare the organization to adapt to changes. This involves understanding the broader industry context and aligning team efforts with long-term objectives.
• Mentorship and Talent Development: They should actively mentor junior colleagues, helping to shape the next generation of leaders. This includes sharing knowledge, providing guidance, and supporting career development opportunities for their teams.
• Influential Leadership: Senior professionals must be able to influence and inspire others, both within and outside the organization. This requires strong communication skills, credibility, and the ability to build and maintain relationships with key stakeholders.

Qualifications:
• Bachelor’s in Marketing, Communications, or related field with at least 5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Expertise in In-depth knowledge of a specific product, service, or support area.
• Strong mentoring and coaching skills to guide and develop junior analysts.
• Proven ability to influence and drive change across various levels of the organization.
• Exceptional communication skills, both verbal and written, to effectively convey complex information to stakeholders.
• Solid project management skills, including the ability to manage multiple projects simultaneously and meet deadlines.

Join the global Xylem team to be a part of innovative technology solutions transforming water usag