Software Support Specialist

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. 

We are unified by our purpose of helping people to succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relstionship people have with Xplor products.

Job Description

About the opportunity 

You'll join our Fitness & Wellbeing vertical where we've brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets. We offer market-leading software products to gyms, health clubs, leisure, parks & recreation centers. 

Reporting into the Customer Support Manager, you'll be responsible for ensuring that our clients are provided with a best-in-class experience and a frictionless introduction to the Xplor software and payments solution. You'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders across the Xplor business. 

We are looking for a customer support person to help secure the long-term success of our clients. This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek. As you grow there's opportunity for you to provide support to Xplor customers who are using one or more of our software and payment products. 

Some of the other responsibilities include :

• Receive inbound questions from customers about their software product and service through a support ticketing system. 
• Document all customer interactions in applicable systems according to current policies. 
• Respond to customers 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 software features or additional services. 
• Escalate complex issues to higher-level support tiers and/or management following current policies. 
• Provide best-in-class service quality to meet customer expectations in line with department guidelines and 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. 
• Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. Other duties as assigned.

For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the Newcastle office and the rest working from home. The shifts are 2pm - 10pm, 3pm - 11pm, or 4pm - 12am. 

Qualifications

What would make me a good candidate? 

• Maybe you've come from a background in Boutique Fitness or previously worked at a gym or studio and have knowledge of a gym management software.
• 3 years of related experience in a customer service role
• Basic knowledge of Technical Support processes, systems, and applications - e.g Intercom
• Excellent customer services skills, demonstrated by being friendly, helpful, and empathetic 
• Excellent written and verbal English skills
• Ability to multitask, prioritise, and manage time effectively
• Displays a growth and problem-solving mindset
• Maintain personal motivation when tasks become challenging

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply. 

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: 

• A collaborative, team environment with people who truly love what they do 
• Learning resources available to continue to develop your skills and career development
• Paid Parental Leave benefits program
• Access to mental health support 
• Flexible work arrangements

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 "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. 

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talentsupport@xplortechnologies.com. 

More about us 

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most. 

Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake. 

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email. 

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

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

We make it a priority to respond to every applicant.