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. 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. 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
Join our Global Operations Team as a Software Solutions Engineer in Newcastle to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
Reporting into Jay Palmer, you will be responsible for providing 1st and 2nd level Support to various Xplor products. This will require you to complete a detailed investigation and replication of software issues. You will focus on solving problems that need in-depth knowledge and handle escalations as well as challenging and technical queries.
Responsibilities include:
• Provide detailed investigation of issues logged
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• If unable to resolve, provide thorough replication steps and escalate down the relevant product escalation process
• Analysis of support tickets and provision of reports to the Software Support Manager regarding performance against customer SLA and internal targets.
• Update documentation and provide training on Xplor products
• Work with 2nd line/3rd line and development teams to resolve issues
• Handle escalated items by the Software Support Manager, Support Supervisor or Account managers
For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the office and 2 working from home.
What would make me a good candidate?
We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
Qualifications
Required qualifications for this role:
- Excellent, proactive, customer service.
- Attention to detail and attentiveness to client requirements
- The ability to manage multiple technology resources
- The ability to work under pressure whilst maintaining a calm demeanour.
- Strong client relationships, ability to meet and exceed commercial objectives
- Confident, proactive communicator, able to navigate difficult conversations
Desired Qualifications:
- Technical Knowledge of APIs and SQL would be beneficial.
- Familiarity of working with product development and Engineering teams.
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
Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:
Make life simple
Build for people
Move with purpose
Create lasting communities.
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:
- 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
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements
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 talent@xplortechnologies.com.
More about us
Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.
Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022.
Good to know
To be considered for employment, you must be legally authorised 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 www.xplortechnologies.com/gb/careers.
We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/us/recruitment-faqs.
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 are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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