Technical Support Specialist for Everyday Life Solutions

1 day ago


Blacksburg, Virginia, United States Xplor Full time

About Us

Xplor is a global platform that combines Software as a Service (SaaS) with embedded payments, and tools to help businesses grow and succeed. Our mission is to make life simpler for entrepreneurs and small business owners by providing them with intuitive technology solutions.

We operate in fast-growing verticals such as Education, Fitness & Wellbeing, Field Services, and Personal Services, serving over 106,000 customers who processed over $37 billion in payments across 20 markets in 2023.

Job Description

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the primary point of contact for customers experiencing technical issues related to our SaaS platform. Your role will involve troubleshooting, resolving, and documenting customer complaints in a timely and efficient manner.

Key Responsibilities:

  • Assist customers via telephone, email, or chat in resolving technical issues related to our SaaS platform.
  • Provide guidance on hardware and software troubleshooting, and assist customers in resolving problems in a timely and efficient manner.
  • Interact and coordinate with other departments and co-workers to resolve complex customer issues.
  • Escalate critical issues to senior technical support specialists or engineering teams when necessary.
  • Maintain accurate documentation of each exchange, including customer interactions, issue resolutions, and follow-up actions.
  • Follow up on cases that require further research or work, ensuring that all issues are resolved to the customer's satisfaction.

Requirements:

  • Associate's degree or higher in a relevant field, such as computer science, information technology, or a related field.
  • Minimum 2 years' experience in a technical support role, preferably in a SaaS environment.
  • Extensive familiarity with Windows 7 or newer operating systems, basic computer skills, and ability to navigate file folders and browsers.
  • Familiarity with SQL, HTML, and basic system networking concepts.
  • Excellent communication and interpersonal skills, with the ability to interact with customers in a friendly, professional manner.
  • Able to present information in a clear and concise format, and possess strong analytical and problem-solving skills.
  • Possess Microsoft certifications, or willingness to obtain them.

Benefits:

  • Estimated salary: $21.00 per hour.
  • May be considered for a discretionary bonus.
  • Ongoing dedication to Diversity & Inclusion initiatives, including a D&I Council and Global Mentorship Program.
  • Access to free mental health support.
  • 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer.
  • #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community.

Location:

This position is located in [insert location], with opportunities for remote work. We are an Equal Employment Opportunity employer, committed to attracting, retaining, and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status, and age.



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