[Remote] Product Support Specialist I - Hybrid (SA) at Xplor

Louisville, Kentucky, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Field Services, SaaS, FintechIndustries

Requirements

Minimum of 2 years related experience providing technical and customer support, preferably in the technology/SaaS industry

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, including 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

Skills

Customer Support

Chat Support

Phone Support

Email Support

Troubleshooting

Product Knowledge

Field Services Software

Problem Solving

Xplor

Provides software and payment solutions for businesses

About Xplor

Xplor Technologies offers software and payment solutions designed to help small to medium-sized businesses grow by managing digital marketing, loyalty programs, and appointment scheduling. Their products operate on a subscription model for software and transaction fees for payment processing, allowing businesses to streamline operations and enhance customer engagement. Xplor stands out by promoting an inclusive culture and continuously improving its offerings with advanced features like Xplor Pay Mobile and Service Autopilot. The company's goal is to empower businesses to effectively engage with customers and drive growth through accessible technology.

None, NoneHeadquarters

2022Year Founded

DEBTCompany Stage

Consumer Software, Enterprise Software, FintechIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Risks

Increased competition from Square and Stripe may impact Xplor's market share.

Economic instability in Australia and New Zealand could affect Xplor Gym's adoption.

Regulatory scrutiny on PayFac as a Service may delay its implementation.

Differentiation

Xplor integrates SaaS solutions with embedded payments for everyday life businesses.

The company offers AI-driven tools like Service Autopilot for innovative service delivery.

Xplor's PFaaS optimizes payment systems, unlocking new revenue streams for SaaS companies.

Upsides

Xplor Gym's launch in Australia and New Zealand expands its fitness market presence.

Justin Beck's appointment is set to drive global growth in home services.

Generative AI integration can enhance Xplor's offerings, adding value for clients.

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