Technical Support Specialist

4 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Xplor Full time

About the Role

Xplor is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide exceptional support to our customers who are using our software and payments products.

Key Responsibilities

  • Provide timely and effective support to customers through various channels, including email, chat, and phone.
  • Document all customer interactions in our support ticketing system.
  • Respond to customer inquiries 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 our software features or additional services.
  • Escalate complex issues to higher-level support tiers and/or management following our current policies.
  • Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction.
  • Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.

Requirements

  • 3 years of related experience in a technical service role.
  • BA or BS, or equivalent experience.
  • Experience working in a startup or SaaS company.
  • Boutique Fitness Industry knowledge/experience.
  • Flexibility in potentially working weekends.

About Xplor

Xplor is a 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 Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.

What We Offer

  • 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.

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