Technical Support Specialist

Summary

Join Xplor's customer support team as a Technical Support Specialist, providing best-in-class support to clients using our software and payment products. You will handle inbound inquiries via email, chat, and phone, documenting interactions and providing solutions. This role requires strong communication and problem-solving skills, working within a high-volume contact center environment. The position offers a work-from-home option and a competitive salary. You will contribute to a positive customer experience and meet performance targets. Xplor values its employees and offers various benefits, including parental leave and professional development opportunities.

Requirements

• 3 years of related experience in a customer service role
• BA or BS, or equivalent experience
• Experience working in a startup or SaaS company
• Availability to work Monday-Friday 10am to 6.30pm EST
• Communication – Ability to present complex information in a clear and understandable manner, and adapt terminology and level of detail based on your audience
• Empathy – Ability to understand and feel what our customers are experiencing, and see the situation from their point of view
• Positivity – Ability to focus on the solution and steer the interaction toward a positive outcome with use of positive language
• Resilience – Ability to quickly recover from a difficult customer interaction, and not let it impact the next customer you work with
• Grit – Possess a passion and perseverance to resolve issues where there is not a documented or obvious solution
• Emotional Intelligence – Ability to understand, interpret and respond to the emotions of our customers
• Curiosity – An internal drive to understand how things work and quickly learn complex software products
• Patience – Ability to stay calm under pressure when working with upset customers

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

Preferred Qualifications

• Boutique Fitness Industry knowledge/experience
• Passion – Interest in the boutique fitness industry and/or supporting entrepreneurial business owners

Benefits

• 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
• The average base salary pay range for this position is $50,000 to $55,000
• May be eligible for a discretionary bonus