Technical Support Specialist
4 weeks ago
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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