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Customer Success Specialist

2 months ago

Kansas City, Missouri, United States Xplor Full time
Job Overview

Company Overview:

At Xplor, we are dedicated to empowering individuals to maximize their daily potential. We provide small and medium-sized enterprises with cloud-based, user-friendly technology solutions that simplify the complexities of managing and expanding a business. With Xplor Pay, we facilitate prompt and secure transactions, free from hidden charges. Our proprietary technology ensures that our platform offers secure, transparent, and efficient payment processing.

Our mission revolves around enabling success for our clients. By joining our organization, you become part of a personal connection that enhances the relationship between our customers and Xplor products.

Position Summary:

We are looking for a dynamic individual to enhance our support team within the Field Services sector. This team is dedicated to providing expert assistance to field service professionals globally. Our experience spans various industries, ensuring a seamless and straightforward business experience for all parties involved.

As a Product Support Specialist, your primary focus will be addressing customer inquiries regarding our software products through various communication channels, including chat, phone, and email. You will deepen your understanding of client needs to uncover opportunities for improving the overall customer experience in Field Services. Team members are committed to delivering exceptional expertise to our clients. Your role will encompass various responsibilities, including:

  • Engaging with customers to educate, guide, and resolve issues.
  • Collaborating with our Product team to refine and enhance our software offerings.
  • Leading online troubleshooting sessions with clients.
  • Becoming a subject matter expert on our software and market to prepare for future career advancements within Field Services and/or Xplor.
Key Responsibilities:
  • Responding to common inquiries on optimizing software usage for business needs.
  • Troubleshooting data or software issues to distinguish between procedural errors and software bugs.
  • Providing information on available training resources for our products.
  • Utilizing real-world interactions to enhance technical documentation and self-service resources.
  • Identifying frequent questions/issues that can be addressed through automated self-service portals or help centers.
  • Maintaining a comprehensive log of all customer interactions and issues, including support emails, calls, chats, and other relevant information.
  • Reporting system performance issues, data updates, and feature requests to the Level III team for escalation.
  • Continuously expanding your product knowledge to optimize team expertise and deliver outstanding customer service, thereby enhancing customer satisfaction and product engagement.
  • Acting as the voice of the customer to the Field Services team; leveraging your understanding of common customer needs to identify process improvement opportunities and effectively communicate findings to enhance the overall customer experience.
  • Supporting and encouraging colleagues in various capacities.
  • Assisting with special projects and other tasks as required.
  • Adhering to company and team policies and procedures.
  • Meeting established individual and team goals and metrics.

This position offers an hourly rate of $21.00, with potential eligibility for a discretionary bonus.

Qualifications:
  • A minimum of 2 years of relevant experience in technical and customer support, preferably within the technology/SaaS sector, utilizing omni-channel communication.
  • Proficiency in Microsoft Office applications.
  • Previous experience with QuickBooks and Zendesk is advantageous.
  • Professional demeanor with strong written and verbal communication skills.
  • Analytical and data-driven approach to problem-solving.
  • Exhibiting patience, empathy, and a positive attitude with a genuine desire to assist customers.
  • Technologically adept and eager to learn and master new tools and systems over time.
  • Committed to delivering quality results and taking responsibility for outcomes.
  • Ability to provide an exceptional customer experience.
  • Flexibility and availability to accommodate various schedules.
  • Experience working in a remote capacity.
  • Capability to work independently and collaboratively, managing multiple responsibilities effectively while demonstrating excellent time management skills.

At Xplor, we value diversity and believe that the best innovations arise from a blend of different cultures, generations, disciplines, and experiences. We encourage all individuals to apply, even if they do not meet every qualification listed.

Our Values:

Our core values guide our hiring practices and daily interactions:

  • Simplifying life.
  • Building for people.
  • Acting with purpose.
  • Creating lasting communities.

If these values resonate with you, you will thrive at Xplor. As part of our global network, you will receive support from talented colleagues who share your passions and provide the tools necessary for success.

We offer a range of benefits, including:

  • 12 weeks of Gender Neutral Paid Parental Leave for both primary and secondary caregivers.
  • Three additional days off for volunteering and community service.
  • Commitment to Diversity & Inclusion initiatives.
  • Access to free mental health support.
  • Flexible working arrangements.

To begin your application, please submit your resume, ensuring to include the word "moonshot" at the top of your message to confirm your attention to detail.

About Us:
We are the first global platform that integrates SaaS with embedded payments and tools designed to foster business growth and success. Our software solutions span fast-growing sectors, including Education, Fitness & Wellbeing, Field Services, and Personal Services, supported by a cloud-based payments processing platform. Xplor Technologies serves over 106,000 customers, processing more than $37 billion in payments across 20 markets.

Important Note:
To be eligible for employment, candidates must be legally authorized to work in their respective locations. Xplor does not sponsor visas at any stage of employment.

Xplor is an Equal Employment Opportunity employer, committed to attracting and developing a diverse workforce. We encourage applications from all sectors of the community, and all information will be kept confidential in accordance with EEO guidelines.