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Company Description: At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We provide cloud-based, intuitive technology solutions for small and medium-sized businesses to manage the hassles of running and growing a business, so business owners can focus on what they love. Our purpose is helping people, and when you join our team you join a personal connection that strengthens the relationship between people and Xplor products.
About the opportunity
You’ll join our Fitness & Wellbeing vertical, serving clients globally in key markets with market-leading software for gyms, health clubs, leisure, and related facilities. Reporting into the Customer Support Manager, you’ll ensure clients have a best-in-class experience and a smooth introduction to the Xplor software and payments solution. You’ll build strong relationships and become a trusted advisor with key stakeholders across Xplor.
This role works in a high-volume contact center environment and handles customer inquiries via email, chat and phone for Xplor Mariana Tek. As you grow, there is opportunity to provide support to Xplor customers using one or more software and payment products.
Responsibilities
* 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.
Qualifications
What would make me a good candidate?
* Experience from a Boutique Fitness environment or familiarity with gym management software is a plus.
* 3 years of related experience in a customer service role
* Basic knowledge of Technical Support processes, systems, and applications (e.g., Intercom)
* Excellent customer service skills, demonstrated by being friendly, helpful, and empathetic
* Excellent written and verbal English skills
* Ability to multitask, prioritise, and manage time effectively
* Growth and problem-solving mindset
* Maintain personal motivation when tasks become challenging
We encourage candidates from diverse backgrounds to apply, even if they do not tick every box.
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 guide how we hire and recognise our team.
Some perks include learning opportunities, collaborative team environment, 12 weeks Gender Neutral Paid Parental Leave, LinkedIn Learning access, mental health support, and fully flexible work arrangements.
How to apply
To start your application, submit your CV and a cover letter. Include the word "moonshot" at the top of your cover letter to show you read the ad.
We recognise diverse needs and welcome information about any accommodations for the application or interview process at talent@xplortechnologies.com.
More about us: we are a global platform combining SaaS with embedded payments, serving over 106,000 customers across multiple markets, with substantial payment volume data in 2024.
Good to know: you must be legally authorised to work in your location. Xplor does not sponsor visas. Please apply through our careers portal or external job boards. For more about us, visit www.xplortechnologies.com/careers and our recruitment FAQs at www.xplortechnologies.com/recruitment-faqs.
Note: We do not rely solely on AI for hiring decisions. Xplor is committed to diversity and inclusion. We respond to every applicant.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Quality Assurance, Information Technology, and Customer Service
Industry: Software Development
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