Technical Support Representative- Hybrid

Company Description

Take a seat on the Xplor rocketship and join us as a Technical Support Representative to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

We’re a global team of builders, listeners and problem-solvers.  We do great work that is the difference to our clients’ success.  We're curious by nature, with a determination to learn, try new things and ask ourselves what’s next. We thrive in the fact there’s always more to learn and do.  No egos, no over-complication. Just great people who do everything in their power to help others succeed.  Together, we are Xplor.

Job Description

The Technical Support role interacts with customers via phone and email daily. Promptly responding to all inquiries in a courteous and efficient manner. This role will service customers using our credit card processing platform all across the country. 

• Assist customers with technical support troubleshooting billing, chargeback, funding, and access questions, via telephone and chat
• Guide customers through trouble-shooting and programming on their credit card terminals and other types of hardware, also including assisting merchant with ensuring their own communication methods, including researching answers and guiding client through resolution in a timely, efficient manner
• Interact and coordinate with other departments and co-workers to resolve customer issues
• Adhere to established metrics relating to performance and efficiency
• Maintain accurate documentation of each exchange
• Follow up on cases that require further research or work
• Must be wiling to work weekends, some overtime and holidays if needed
• Continue to learn and take a proactive approach to professional and personal development by adding skills and knowledge as the business evolves
• High level of ownership to ensure we are taking care of each interaction 

Qualifications

• High School Diploma or equivalent
• Previous call center or customer support experience 
• Ability to multi-task and work well under pressure
• High intiative, organization and attention to details
• Team player, must work well with others 
• Must speak clearly and persuasively in positive or negative situations
• Exceptional oral and written communication skills
• Listens well in order to ask leading questions for clarification 
• Responds well to questions 

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us: 

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements 

More about us 

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020. 

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

How to apply?
To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "Salesrocket" at the top of your cover letter so that we know you really took the time to read our job ad.

All your information will be kept confidential according to EEO guidelines.

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

Please also check out our Candidate FAQs for more information about our recruitment process https://www.xplortechnologies.com/us/recruitment-faqs.

Xplor is proud to be an Equal Employment Opportunity employer. We're