Xplor

Technical Support Representative- Hybrid

Louisville, Kentucky, United States

Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Financial Services, BiotechnologyIndustries

Technical Support Representative - Hybrid

Location Type: Remote Employment Type: Full-time


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. Our Xplor Pay platform ensures businesses get paid quickly and securely, without hidden fees, through our self-built technology that delivers transparent, fast, and accurate payments.

We are united by our purpose of helping people succeed. Joining our team means becoming part of a personal connection that strengthens the relationship people have with Xplor products.


Job Description

About the Opportunity

Join our Xplor Pay vertical within the Central Technology Team as a Technical Support Representative in Louisville, KY, to make a tangible impact daily. Every line of code, interface design, and customer interaction is an opportunity to enhance our customers' experiences.

Reporting to the Customer Support Manager, you will be instrumental in interacting with customers via phone and email on a daily basis.

Responsibilities

  • Promptly respond to all inquiries in a courteous and efficient manner, servicing customers nationwide using our credit card processing platform.
  • Provide technical support troubleshooting for billing, chargeback, funding, and access-related questions via telephone and chat.
  • Guide customers through troubleshooting and programming of their credit card terminals and other hardware.
  • Assist merchants with their communication methods, including researching answers and guiding clients to timely and efficient resolutions.
  • Interact and coordinate with other departments and colleagues to resolve customer issues.
  • Adhere to established performance and efficiency metrics.
  • Maintain accurate documentation for each customer exchange.
  • Follow up on cases requiring further research or work.
  • Be willing to work weekends, some overtime, and holidays as needed.
  • Continuously learn and proactively develop professional and personal skills as the business evolves.
  • Demonstrate a high level of ownership to ensure exceptional customer interactions.

Requirements

  • Must reside in Louisville, KY, or the surrounding area.
  • Must be available for evening and weekend shifts.
  • Bilingual in Spanish & English is a plus.

Average Base Salary Pay Range: $18 - $19 USD


About Our Central Technology Team

Xplor utilizes a diverse range of products and technologies. We have grown from multiple startups into a unified company with over 700 Xplorers in our Central Technology team, working collaboratively across the globe. Our technology stack encompasses a wide spectrum, from modern languages to legacy systems. We are continuously iterating on our processes and technologies to find common ground across our diverse projects and products.

This dynamic environment requires our engineers to be adaptable. Xplor is a company where you will have significant input into processes and requirements, as we are still evolving towards highly defined structures. While this offers substantial ownership and influence over products and processes, it also means overcoming challenges and ambiguity, which may not suit everyone.


Qualifications

What Would Make You a Good Candidate?

We seek curious and empathetic individuals motivated by meaningful work. Ideal candidates resonate with our core values, possess a positive outlook, are comfortable with ambiguity, and thrive in an ever-evolving and complex environment. We are inspired by individuals who understand the bigger picture.

Skills

Technical Support
Customer Service
Troubleshooting
Billing Inquiries
Chargeback Resolution
Access Management
Credit Card Processing
Hardware Support
Communication

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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