Customer Support Specialist, Core Services

Company Description

At Xplor, we help businesses thrive by making life simple for daily activities with a recurring nature. We do that by offering smart software, payments, and commerce-enabling solutions across “everyday life” verticals: Fitness & Wellbeing, Field Services and Education.

Job Description

This role will be working in our Core Services Division, which provides scalable technology to our Business Management Systems (“BMS”) across Xplor. In particular, this role will be focusing on customers using our Marketing Automation tool (previously known as Brandbot) as well as some new exciting products which, once launched, will be part of our Growth and Operations suites.

Our Core Services teams work across all of Xplor's industries, this role will be primarily focussed on our Field Services division  which provides support and expertise to field service professionals across the world. From interior HVAC to exterior landscaping, we’ve spent time mastering the details so the business experience on both sides is smooth, simple, and easy. This role will have a secondary focus on our Fitness & Wellbeing customers.

The Customer Support team are our customer's first point of call when they need help and advice when using our products. They are there to provide guidance to our customers for both the technology we provide but also marketing best practices to help customers grow their business.

The Core Services division Is very collaborative and the Customer Support team work closely with colleagues across Product, Engineering and Customer Success.

Responsibilities

• Respond to and solve inbound questions from customers about their software product and service through a support ticketing system and via scheduled calls. This will require info gathering, investigation, troubleshooting and communicating effective solutions
• Onboard new customers to the product and set them up for success on the platform
• 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 knowledgebase content.
• Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders.
• Other duties as assigned.

• The average base salary pay range for this position is $55,000 to $60,000.
• May be eligible for a discretionary bonus.

Qualifications

Qualifications:

• 2 years experience in customer service type roles, preferably in related service industries
• Marketing and / or SaaS experience preferred
• Educational Qualifications: BA/BS Degree preferred  

Work Skills & Characteristics:

• A true love and passion for customers  
• High proficiency in using tech products
• Highly motivated to accomplish results with the ability to work both independently and effectively within a team  
• Exceptional attention to detail and organizational skills  
• Comfortable to communicate and manage escalated customer relationships

Product-first approach for solving customer challenges

Additional Information

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers. 

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. 

We’re committed to replying to each application and look forward to getting in touch with you soon.

More about us 

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.

Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022.