Lee Clarke

Internal Client Support Specialist @Xero

Milton Keynes, GB

In my role at Xero, I am responsible for providing outstanding customer service and support to Xero’s rapidly growing internal user base. This is a hybrid role where I am based in the office and I also work from home, there are plenty of communication tools so that I am always available to provide internal staff the best service in line with the Xero values.The Xero values are:• Human – to be authentic, inclusive, care, being approachable, show empathy and to be ourselves.• Ownership – deliver on our commitments, own up to mistakes and take positive action.• Challenge – Be curious, respectfully have challenging conversations, embrace change while seeking new and better ways.• Beautiful – Create experiences for people to love, inspire people, do high quality work and go the extra mile.• Team – Be a team player, work together for the best of our people and customers alike, celebrate each other’s successes and spur each other on.Key Responsibilities.• Ownership over all support contact points (tickets, walk-ups, chat and phone).• Diagnosis, further investigation and resolution of service requests and incidents.• Prioritising quick responses and setting expectations with users.• Ensuring customer service standards are met and striving to exceed them.• Handling software and hardware requests• General user access and permission administration.• Liaising with vendors as and when required to resolve issue.• Contributing to the global support experience.• Contributing to support documentation• Packaging applications• Creating and managing policies• Installing and configuring printers Software used.• Zendesk for responding to tickets.• Active Directory and Azure Active Directory for Windows management.• Jamf for Apple device management.• Okta for cloud management.• Extreme Networks for wireless network administration.• Teamviewer for remote support.• G Suite admin for administrating file access, email access, and administration applications.