Product Support Specialist I

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

You’ll join our team in our Personal Services vertical as a Product Support Specialist — the team that provides the support and expertise to speciality care businesses like dry-cleaners and laundry services. We build the platforms they need to support their customers and keep life moving.

• Assist customers with hardware and software issues via telephone
• Guide customers through trouble-shooting problems, 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
• Handle escalated issues that are more complicated to resolve
• 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

This position is set with an hourly rate of $21.00/hour.  

May be considered for a discretionary bonus.

Qualifications

Technical Skills

• Extensive familiarity with Windows 7 or newer
• Basic computer skills, such as:
• Ability to navigate file folders and browsers
• PC and hardware troubleshooting
• Installing or uninstalling drivers
• Familiarity with hardware
• Basic knowledge of SQL, HMTL and basic system networking concepts

Customer Service Skills

• Ability to interact with customers in a friendly, professional manner 
• Excellent listening and communication skills
• Able to present information in a format that is clear and easily understood by the customer
• Possess strong analytical, problem solving skills
• Maintain consistent, excellent performance in difficult or high pressure situations

Experience

• Associate's degree or higher
• Minimum 2 years' experience in a technical support role
• Microsoft certifications a plus

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences - people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.

Additional Information

Values and Life at Xplor

Our four core values that guide us from how we hire and recognize our team members to how we interact with our customers day to day:

Make life simple

Build for people

Move with purpose

Create lasting communities.

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will 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 are: *include additional benefits provided in your region*

• 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
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support

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. Your contact is Sara Talebi - Senior Talent Acquisition Consultant

More about us 

We're the first global platform combining SaaS with embedded payments, and tools to help businesses grow and succeed. We offer software solutions in fast-growing ‘everyday life’ verticals: Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform. Xplor Technologi