Software Support Specialist

About the opportunity You'll join our SMB Boutique vertical where we've brought together our Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets. We offer market-leading software products to gyms, health clubs, leisure, parks & recreation centers. Reporting into the Customer Support Manager, you'll be responsible for ensuring that our clients are provided with a best-in-class experience and a frictionless introduction to the Xplor software and payments solution. You'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders across the Xplor business. We are looking for a customer support person to help secure the long-term success of our clients. This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek and Xplor Growth. As you grow there's opportunity for you to provide support to Xplor customers who are using one or more of our software and payment products. Some of the other 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. 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. The shift pattern is Saturday - Wednesday 14:00 - 22:00 What Would Make Me a Good Candidate? - Maybe you've come from a background in Boutique Fitness or previously worked at a gym or studio and have knowledge of a gym management software. - 3 years of related experience in a customer service role - Basic knowledge of Technical Support processes, systems, and applications - e.g Intercom - Excellent customer services skills, demonstrated by being friendly, helpful, and empathetic - Excellent written and verbal English skills - Ability to multitask, prioritise, and manage time effectively - Displays a growth and problem-solving mindset - Maintain personal motivation when tasks become challenging 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.