Technical Support Specialist

4 weeks ago

Toronto, Canada Xplor Full time

Company Description

Take a seat on the rocket ship and join us as **Technical Support Specialist** to help people succeed across the world. We’re a global team of builders, listeners and problem-solvers who are relentlessly focused on making life simple, so our customers can get back to growing their business, engaging consumers and doing what they love.

**About the opportunity**

You’ll join our Fitness & Wellbeing vertical where we’ve brought together our Boutique Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets like the US, Canada, UK, Europe, Japan, Australia and New Zealand.

We offer market-leading software products like Mariana Tek, TrueCoach, Clubware, Resamania and Triib as well as Commerce Accelerating Technologies like Connect (Brandbot) and Insights (Intellihub) to gyms, health clubs, leisure, parks & recreation centers.

This role supports customers on our Mariana Tek platform.

**Job Description**:
You’ll join a team that delivers a best-in-class, customer-centric support experience. The customer support specialist plays a key role in developing this ethos through driving customer satisfaction and quick resolution times.

**Responsibilities include**:

- Receive inbound questions from customers about their software product and service through a support ticketing system.
- Document all customer interactions in applicable systems according to current policies.
- Respond to customers by gathering information and providing the best solution or appropriate next steps.
- Provide education to customers on best practices to get the most value from software features or additional services.
- Escalate complex issues to higher-level support tiers and/or management following current policies.
- Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
- Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
- Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
- Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders.Other duties as assigned.

**Qualifications**:
**Experience/Education**:

- 3 years of related experience in a customer service role
- BA or BS, or equivalent experience
- Experience working in a startup or SaaS company

**Work Skills/Personal Characteristics**:

- Communication - Ability to present complex information in a clear and understandable manner, and adapt terminology and level of detail based on your audience.
- Empathy - Ability to understand and feel what our customers are experiencing, and see the situation from their point of view.
- Positivity - Ability to focus on the solution and steer the interaction toward a positive outcome with use of positive language.
- Resilience - Ability to quickly recover from a difficult customer interaction, and not let it impact the next customer you work with.
- Grit - Possess a passion and perseverance to resolve issues where there is not a documented or obvious solution.
- Emotional Intelligence - Ability to understand, interpret and respond to the emotions of our customers.
- Curiosity - An internal drive to understand how things work and quickly learn complex software products.
- Patience - Ability to stay calm under pressure when working with upset customers.
- Passion - Interest in the boutique fitness industry and/or supporting entrepreneurial business owners

Additional Information

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences - people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.

**Life at Xplor**

You’ll be part of a global network of talented colleagues who 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**:

- 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
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support

We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice can be yours.

**Ready to Apply?**

**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 & Educatio

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