Technical Support Specialist, Xplor
More information about location
SaaS solutions company
Be an early applicant
SaaS solutions company
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To help businesses succeed by giving them the software, payments and commerce-accelerating technologies they need to thrive.
Role
Who you are
- 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
What the job involves
- The Technical Support Specialist provides support to Xplor customers who are using one or more of our software and payments products. 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
- 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
- May be eligible for a discretionary bonus
Our take
Xplor Technologies is a software solutions company providing businesses with a suite of tech products and platforms across a variety of industries. Xplor’s USP is its versatility, and technology sectors including eCommerce payments, child education and play-oriented businesses, and wellness and fitness centres.
Founded in Australia, Xplor now has an international reach and was acquired by Australian company TSG in 2019. Its ever-growing number of tech solutions has seen it partner with the US national governing body of weightlifting, the International Sports Science Association, Australian child education charity The Smith Family, and international gym companies through its Xplor Gym solution. This wide span of industries indicates a strong and refreshingly varied client base for Xplor.
Freddie
Company Specialist
Insights
Company
Company benefits
- Unparalleled opportunities to learn and accelerated career development
- A collaborative, team environment with people who truly love what they do
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
- Access to mental health support
- Fully flexible work arrangements
Company values
- Make life simple - Xplor challenges over-complication. It knows the greatest impact can be achieved when simplicity is a priority.
- Build for people - Xplor puts colleagues, customers and their consumers at the heart of every decision. It focuses on people’s needs to create the best experiences.
- Move with purpose - Xplor is intentional about where it's heading. It keeps pace and continuously improve as it goes, delivering better outcomes faster.
- Create lasting communities - Xplor creates strong relationships and leaves a legacy. It looks for commonalities and shared passions to thrive together.
Company HQ
CBD, Melbourne, VIC
Articles
Leadership
Pamela Joseph
(CEO (Not Founder))As one of Elavon’s earliest employees, she helped to oversee the company from a start-up through its many stages of growth, including its IPO and its eventual acquisition by U.S. Bancorp, where she remained as Vice Chair over the entire payments division.
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