Technical Support Specialist

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.

With Xplor Pay, we help businesses get paid quickly and securely without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

The Technical Support Specialist provides support to Xplor customers who are using one or more of our software and payments products.

This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek.

You’ll join a team that delivers a best-in-class, customer-centric support experience. The customer support specialist plays a key role in developing this ethos through driving customer satisfaction and quick resolution times.

Responsibilities include :

• Receive inbound questions from customers about their software product and service through a support ticketing system.
• Document all customer interactions in applicable systems according to current policies.
• Respond to customers by gathering information and providing the best solution or appropriate next steps.
• Provide education to customers on best practices to get the most value from software features or additional services.
• Escalate complex issues to higher-level support tiers and / or management following current policies.
• Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
• Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
• Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
• Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. Other duties as assigned.

The schedule is Monday-Friday 10am to 6.30pm EST.

Qualifications

Experience / Education :

• 3 years of related experience in a customer service role.
• BA or BS, or equivalent experience.
• Experience working in a startup or SaaS company.
• Availability to work Monday-Friday 10am to 6.30pm EST.

Work Skills / Personal Characteristics :

• Communication Ability to present complex information in a clear and understandable manner, and adapt terminology and level of detail based on your audience.
• Empathy Ability to understand and feel what our customers are experiencing, and see the situation from their point of view.
• Positivity Ability to focus on the solution and steer the interaction toward a positive outcome with use of positive language.
• Resilience Ability to quickly recover from a difficult customer interaction, and not let it impact the next customer you work with.
• Grit Possess a passion and perseverance to resolve issues where there is not a documented or obvious solution.
• Emotional Intelligence Ability to understand, interpret and respond to the emotions of our customers.
• Curiosity An internal drive to understand how things work and quickly learn complex software products.
• Patience Ability to stay calm under pressure when working with upset customers.
• Passion Interest in the boutique fitness industry and / or supporting entrepreneurial business owners.

Additional Information

Life at Xplor

You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits :

12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer.

GiveBackDays / Commitment to social impact 3 extra days off to volunteer and give back to your local community.

• Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS.
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program.
• Access to free mental health support.
• Flexible working arrangements.

Ready to apply?

To start your application, please submit your resume and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

Good to know

To be considered for employment, you must be legally authorized to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age.

Applications are encouraged from all sectors of the community. All Information will be kept confidential according to EEO guidelines.

Xplor is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Xplor will take steps to ensure that people with disabilities are provided reasonable accommodations.

Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and / or to receive all other benefits and privileges of employment, please contact us via [email protected].

We are a 2024 Circle Back Initiative Employer we commit to respond to every applicant.

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