Job Description

Elevate Your Career with Xait!

Are you ready to join a forward-thinking SaaS (Software as a Service) company that's passionate about challenging industry norms and developing products that revolutionize the way people work together? Xait is growing rapidly, and we’re searching for a talented and driven individual to join our vibrant team as a Support Associate.

This is your chance to dive into real-world challenges faced by various businesses, learn how our innovative software addresses these needs, and provide next-level solutions. We offer comprehensive training to help you become the friendly face and voice of Xait, delivering outstanding service and support to some of the world's biggest clients.

About Us

At Xait, we believe in creating a workplace driven by integrity, solution-oriented thinking, and playful collaboration. We're passionate about making a difference, constantly inspiring fresh ideas, and driving impactful changes. Our core values—Trustworthy, Efficient, Xaiting, Thought Leader—are integral to our culture and guide all our actions. As a Support Associate, you’ll live these values every day in your interactions and contributions.

Your Key Responsibilities

As a Support Associate, you will:

• Provide exceptional customer service and support for Xait’s software applications, assisting both external and internal users.

• Represent Xait as the voice that connects with our customers, primarily responding to inquiries through email via Zendesk.

• Create and maintain thorough application support documentation.

• Perform software error testing and manage ticket tracking and client communications.

• Support new and existing clients during onboarding and implementation phases.

• Escalate issues as outlined in Standard Operating Procedures (SOPs) to ensure efficient resolutions.

• Contribute to a shared knowledge base, enhancing internal product-related requests.

• Demonstrate professionalism, integrity, and teamwork when collaborating across all organizational levels.

Who Are You?

You are a motivated, detail-oriented individual who thrives in a dynamic, customer-focused environment. You enjoy solving problems creatively and have a passion for delivering exceptional user experiences.

Qualifications Required:

• At least 2 years of customer support experience in a software environment.

• Minimum of 2 years of experience in a high-volume customer service setting.

• Familiarity with standard business documentation practices.

• Associate’s Degree or higher from an accredited institution.

Qualifications Preferred:

• Bachelor’s degree or higher from an accredited institution.

• 3+ years of experience in a SaaS business environment.

• Experience with word processing, co-authoring, or collaborative writing tools.

• Advanced proficiency in Microsoft applications.

• Familiarity with desktop publishing tools like InDesign or similar.

• Experience in multi-location and multi-time zone environments.

Knowledge, Skills & Abilities:

• Ability to assist customers with technical issues while maintaining calm professionalism.

• Expertise in fostering trust and satisfaction in technical support solutions.

• Strong problem-solving and decision-making skills.

• Capability to document and communicate business processes, issues, and technical information effectively.

• Proficient in Microsoft applications and familiarity with Zendesk and Jira.

• Basic understanding of networking, internet, and operating systems for both PC and Mac.

• Ability to listen to customers' needs and translate them into actionable support solutions.

• Skillful in presenting information to groups, both remotely and in-person.

• Competent in working within a global organization, collaborating with remote and on-site teams.

What We Offer:

A flexible working environment based in our Houston office.

A supportive, diverse, and growing team committed to your success.

Opportunities to shape the future of collaborative work on a global scale.

Competitive insurance and benefits packages.

Why Xait?

At Xait, we are trailblazers in delivering innovative solutions globally. By joining us, you will:

• Shape the Future: Support transformative solutions that empower our clients.

• Work Internationally: Become part of a diverse and innovative global team.

• Grow and Innovate: Advance your professional journey while contributing to meaningful improvements.

• Build a Great Team: Thrive in a collaborative, inclusive, and high-performing culture.

Schedule

• Full-time: 5 working days, with 4 days on-site weekly unless agreed otherwise.

• Travel may be required on weekends and public holidays as necessary.

Work Location:

• Houston

• Must hold or be eligible to obtain a US, Canadian or EU/EEC/UK Passport in order to travel for trade shows, conferences and exhibitions globally

If you’re ready to embark on an impactful journey in an innovative SaaS company and make a difference, we can’t wait to hear from you! Apply today, and let’s change the way the world works—together!

This posting is meant to provide a general overview of the responsibilities, duties, and qualifications required for this position. Nothing in this description limits management's right to assign or reassign duties and responsibilities at any time. Xait, Inc. is an Equal Employment Opportunity Employer.

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