Product Support Specialist I

Summary

Join Xplor's Field Services team as a Product Support Specialist and provide expert support to field service professionals globally. You will handle customer inquiries via chat, phone, and email, leveraging your knowledge to enhance the customer experience. Responsibilities include troubleshooting software issues, providing training resources, improving documentation, and identifying opportunities for process improvements. You will work with the Product team to enhance software and act as a voice of the customer. This fully remote position offers an hourly rate of $21.00/hour and the possibility of a discretionary bonus. The ideal candidate possesses at least two years of relevant experience in technical and customer support within the technology/SaaS industry.

Requirements

• Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni-channel communication
• Proficiency with Microsoft Office products
• Professional etiquette with effective written and verbal communications skills
• Analytical and data-oriented approach to problem-solving
• Patience, empathy, and a positive attitude with a desire to help our customers
• You are tech-savvy and enjoy learning and over time mastering new tools and systems
• Strive to do your best, deliver quality results, and take accountability
• You know how to deliver a great customer experience
• You have the flexibility and availability needed to work potential different schedules
• You have previous experience working in a remote position
• You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills

Responsibilities

• Answer routine questions on how to best use the software for our customer’s business needs
• Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug
• Provide information on available product training resources
• Leverage real-life interactions to improve technical documentation and self-service resources
• Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
• Enter and maintain a log of all customers interactions and issues. This includes all support email interactions, phone calls, chats, and any other pertinent information
• Submit system performance issues, data updates, and feature requests to Level III team members for escalation
• Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement
• Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall customer experience
• Support and encourage your colleagues in any way possible
• Assist on special projects and any other tasks as necessary
• Adhere to company and team policies and procedures
• Meet established team and individual goals and metrics as required

Preferred Qualifications

Previous experience with QuickBooks and Salesforce is a plus

Benefits

• $21.00/hour
• May be considered for a discretionary bonus
• Fully remote
• 12 weeks Gender Neutral Paid Parental Leave for primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements