Product Support Specialist I

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. We are unified by our purpose of helping people to succeed. When you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products. Job Description You’ll join our team in our Field Services vertical — the team that provides support and expertise to field service professionals across the world. From interior HVAC to exterior landscaping, we’ve spent time mastering the details so the business experience on both sides is smooth, simple, and easy. We are searching for the right dynamic individual to complement and enhance our support team. As a Product Support Specialist , you’ll focus on handling customer inquiries related to our software product(s) via chat, phone and email while building upon your in-depth knowledge of client needs to identify opportunities to enhance the overall Field Services’ customer experience. Team members are engaged in our mission to provide unparalleled expertise to our customers. As a Product Support Specialist, you will have the opportunity to wear many hats. Some of what you will experience includes the following: working with our customers; teaching, guiding, and problem solving working with our Product team to perfect and improve our software leading online troubleshooting sessions with customers becoming an expert at our software and market so you can prepare for future opportunities within Field Services and/or Xplor 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. This includes 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 This position is set with an hourly rate of $21.00/hour. May be considered for a discretionary bonus. Location: This is a remote position available to candidates located in the U.S., excluding Hawaii and Alaska. Work hours for this role are 9am-6pm EST. Qualifications Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni-channel communication Proficiency with Microsoft Office products Previous experience with QuickBooks and Salesforce is a plus Professional etiquette with effective written and verbal communications skills Analytical and data-oriented approach to problem-solving Patience, empathy, and a positive attitude with a desire to help our customers You are tech-savvy and enjoy learning and over time mastering new tools and systems Strive to do your best, deliver quality results, and take accountability You know how to deliver a great customer experience You have the flexibility and availability needed to work potential different schedules You have previous experience working in a remote position You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills Values and Life at Xplor Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: Find a better way Do the right thing Say it straight Win together Own the outcome If these values sound like you, and describe people you want to work with, you will thrive at Xplor. Benefits Paid Parental Leave benefit programs #GiveBack Days / Commitment to social impact – 3 extra days off to volunteer and give back to your local community Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program Access to free mental health support Flexible working arrangements Equal Employment Opportunity We are proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. All information will be kept confidential according to EEO guidelines. We are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us via View email address on click.appcast.io. #J-18808-Ljbffr