Technical Support Specialist

Company Description

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

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  

In this position, you can work from home.

#LI-Remote#

The average base salary pay range for this position is $50,000 to $55,000 

May be eligible for a discretionary bonus 

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 
• Boutique Fitness Industry knowledge/experience 
• 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
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