Xplor
1st Line Support Engineer
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Company Description
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. We are unified by our purpose of helping people to succeed. So, 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
About the Opportunity
As a 1st Line Support Engineer, you will be the 1st point of contact for clients using the Legend system, dealing with client queries, data requests, software issues, and training. The responsibilities for this role are outlined below:
- Support, maintain, and improve customer service.
- Provide support for Legend customers via telephone and support ticket submission systems following outlined processes.
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
- Escalate calls to other 2nd/3rd line support/external maintenance companies.
- Analysis of support tickets and provision of reports to the Software Support Manager regarding performance against customer SLA and internal targets.
- Develop team mates to ensure the highest standard of support team.
- Perform phone support duties as required and scheduled via the support rota.
- Ensure your own personal knowledge of the Legend support operations/policies/software in order to provide a high standard of help to others.
Core Responsibilities
- UI-level software testing
- Web chat support
- Case management
- Inbound calls
- Meeting quarterly KPIs set by the Software Manager
- Meeting customer SLAs
- Stakeholder and Customer communication
For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the Newcastle office and the rest working from home.
Shifts
- Monday–Friday
- Core hours: 7am–12pm
- Working patterns: 7am–3pm or 12pm–8pm
- The 7am shift is expected to be office-based three days per week
- Saturday–Sunday
- 8am–8pm
- Typically 1 weekend every 5–6 weeks
- Bank Holidays
- 8am–4pm
- Covered voluntarily by team members in exchange for 1 day of lieu
- Christmas Day
- Closed
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Qualifications
- Proven technical experience in a similar role.
- Must have direct experience working with clients.
- Good interpersonal skills are required, as is the ability to communicate well, both verbally and written.
- Excellent analytical and problem-solving skills and an ability to understand complex problems.
- Must be a quick learner who can “hit the ground running” and pick up new skills and technologies at ease.
- Must be able to efficiently work and communicate in English verbally and in writing.
- Must be a team player who enjoys working in a fast-growing international company.
- Must be able to operate in a dynamic environment with defined deadlines.
- Must be a good verbal communicator both face-to-face and over the telephone.
- Must be eager to explore and apply the latest technologies available on the market.
- Self-motivated and results-oriented.
Preferred (Not Essential) Experience
- Working with ticketing systems
- Working towards agreed KPIs and SLAs
- Customer service and stakeholder communication
- Experience with multiple software products
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Additional Information
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.
As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits are:
- Paid Parental Leave benefit programs
- #GiveBackDays/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
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Ready to Apply?
To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.
We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected].
More about us
More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.
Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.
Good to Know
To be considered for employment, you must be legally authorized to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.
We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.
To learn more about us and our products, please visit xplor.com/careers/. We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
EEO and Artificial Intelligence
We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.
Xplor is dedicated to attracting, retaining, and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, and age. Applications are encouraged from all sectors of the community.
We make it a priority to respond to every applicant.
Role type: Individual Contributor
Department: Global Software Support
Division: Fitness and Wellbeing
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