Technical Support Specialist

4 weeks ago


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

About the Role

The Technical Support Specialist will provide exceptional support to Xplor customers who utilize our software and payments products. This role will work in a high-volume contact center environment, responding to customer inquiries via email, chat, and phone for Xplor Mariana Tek.

Key Responsibilities

  • Receive and respond to customer inquiries through a support ticketing system.
  • Document all customer interactions in applicable systems according to current policies.
  • 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.
  • 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.

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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