Company DescriptionAt 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. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.Job DescriptionYou’ll join our team in our Field Services vertical — the team that provides support and expertise to field service professionals across the world. From interior HVAC to exterior landscaping, we’ve spent time mastering the details so the business experience on both sides is smooth, simple, and easy.We are searching for the right dynamic individual to complement and enhance our support team. As a Product Support Specialist, you’ll focus on handling customer inquiries related to our software product(s) via chat, phone and email while building upon your in-depth knowledge of client needs to identify opportunities to enhance the overall Field Services’ customer experience. Team members are engaged in our mission to provide unparalleled expertise to our customers. As a Product Support Specialist, you will have the opportunity to wear many hats. Some of what you will experience includes the following:working with our customers; teaching, guiding, and problem solvingworking with our Product team to perfect and improve our softwareleading online troubleshooting sessions with customersbecoming an expert at our software and market so you can prepare for future opportunities within Field Services and/or XplorResponsibilities:Answer routine questions on how to best use the software for our customer’s business needsTroubleshoot 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 bugProvide information on available product training resourcesLeverage real-life interactions to improve technical documentation and self-service resourcesIdentify common questions/issues that can be solved through deflection to an automated self-service portal and/or help centerEnter 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 escalationContinuously 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 engagementBe 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 experienceSupport and encourage your colleagues in any way possibleAssist on special projects and any other tasks as necessaryAdhere to company and team policies and proceduresMeet established team and individual goals and metrics as required This position is set with an hourly rate of $21.00/hour. May be considered for a discretionary bonus.Location: This is a remote position available to candidates located in the U.S., excluding Hawaii and Alaska. #LI-Remote The work hours for this role are 9am-6pm EST. QualificationsMinimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni- channel communicationProficiency with Microsoft Office productsPrevious experience with QuickBooks and Salesforce is a plusProfessional etiquette with effective written and verbal communications skillsAnalytical and data-oriented approach to problem-solvingPatience, empathy, and a positive attitude with a desire to help our customersYou are tech-savvy and enjoy learning and over time mastering new tools and systemsStrive to do your best, deliver quality results, and take accountabilityYou know how to deliver a great customer experienceYou have the flexibility and availability needed to work potential different schedulesYou have previous experience working in a remote positionYou can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skillsAdditional InformationValues and Life at XplorOur five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:Find a better wayDo the right thingSay it straightWin togetherOwn the outcomeIf these values sound like you, and describe people you want to work with, you will thrive at Xplor.As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.Some of our perks and benefits are:Paid Parental Leave benefit programs#GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local communityOngoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship ProgramAccess to free mental health supportFlexible working arrangementsReady to apply?To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word 'moonshot' at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.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 knowTo be considered for employment, you must be legally authorized to work in the 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 IntelligenceWe 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 proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. All Information will be kept confidential according to EEO guidelines. Xplor is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Xplor will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us via [email protected]. We make it a priority to respond to every applicant.
