Product Support Specialist

Location Type: Remote Employment Type: Full-time Hourly Rate: $21.00/hour (May be considered for a discretionary bonus) Location: 100% remote, available to candidates located in the U.S. (excluding Hawaii and Alaska)

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We provide small and medium-sized businesses with cloud-based, intuitive technology solutions that simplify the complexities of running and growing a business, allowing owners to focus on their passions. Xplor Pay offers fast, secure, and transparent payment processing built on our own technology. Our purpose is to help people succeed, and we foster a strong sense of personal connection within our team and with our products.

Job Description

You will join our Field Services vertical, dedicated to supporting and providing expertise to field service professionals globally. We aim to make the business experience smooth, simple, and easy for businesses ranging from HVAC to landscaping.

We are seeking a dynamic individual to enhance our support team. As a Product Support Specialist, you will:

• Handle customer inquiries via chat, phone, and email regarding our software product(s).
• Develop in-depth knowledge of client needs to identify opportunities for enhancing the customer experience.
• Engage in our mission to provide unparalleled expertise to our customers.
• Wear many hats, including:
  • Working directly with customers, providing teaching, guidance, and problem-solving.
  • Collaborating with the Product team to refine and improve our software.
  • Leading online troubleshooting sessions with customers.
  • Becoming an expert in our software and market to prepare for future opportunities within Field Services and/or Xplor.

Responsibilities

• Answer routine questions on optimal software usage for customer business needs.
• Troubleshoot data or software issues related to core product features, distinguishing between data/procedural issues and software bugs.
• Provide information on available product training resources.
• Leverage customer interactions to improve technical documentation and self-service resources.
• Identify common questions/issues suitable for deflection to automated self-service portals or help centers.
• Maintain a detailed log of all customer interactions and issues (emails, calls, chats, etc.).
• Submit system performance issues, data updates, and feature requests to Level III team members for escalation.
• Continuously enhance product knowledge to optimize collective team knowledge and improve customer satisfaction and product engagement.
• Act as a customer advocate, reflecting on common customer needs to identify process improvement opportunities and communicate findings/recommendations to teammates.
• Support and encourage colleagues.
• Assist with special projects and other tasks as necessary.
• Adhere to company and team policies and procedures.
• Meet established team and individual goals and metrics.

Qualifications

• Minimum of 2 years of related experience providing technical and customer support.
• Preference for experience in the technology/SaaS industry utilizing omni-channel communication.
• Proficiency with Microsoft (further details on specific software not provided).