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 succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relstionship people have with Xplor products.
Job DescriptionAbout 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 - Please be advised that this is a shift based role and we operate in the following manner:
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
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 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 InformationValues 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
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 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 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.
Skills Required
- Proven technical experience in a similar support role
- Direct experience working with clients
- Strong interpersonal and verbal and written communication skills in English
- Excellent analytical and problem-solving skills
- Ability to understand complex problems
- Ability to learn new skills and technologies quickly
- Ability to work effectively in a dynamic environment with defined deadlines
- Team-oriented, self-motivated, and results-oriented approach
- Eagerness to explore and apply current technologies
- Experience with ticketing systems
- Experience working toward KPIs and SLAs
- Customer service and stakeholder communication experience
- Experience with multiple software products
Xplor Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Xplor Technologies and has not been reviewed or approved by Xplor Technologies.
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Leave & Time Off Breadth — Leave options appear broad, with generous PTO and paid sick days frequently highlighted as a notable part of the overall package. Paid volunteer time and bereavement leave add additional time-off breadth beyond standard vacation policies.
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Retirement Support — Retirement support is positioned as a meaningful component of total rewards, including a 401(k) match that is described with a clear match formula. Eligibility for performance bonuses and mentions of equity/pension options further contribute to perceived long-term value for some roles.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical, dental, vision, life, and disability insurance, alongside U.S.-specific supports like an FSA. Mental health support through an employee assistance program and wellness programs strengthen the overall health-and-wellbeing offering.
Xplor Technologies Insights
What We Do
WHAT WE DO At Xplor, we build easy-to-use technology for the businesses that make up everyday life – whether booking a gym session, dropping the kids at daycare, registering for a community center class, fixing your furnace, or playing 18 holes on Saturday. That’s what people expect in the experience age – and why more than 130,000 businesses across 72+ countries use our integrated software and embedded payment solutions to attract, connect, engage, and retain their customers. Our platform processes $47 billion in payments annually because we've made it simple for businesses to get paid, manage their operations, and focus on what they do best: serving their customers. WHY JOIN XPLOR? • Work that has real-world impact: What we build helps businesses serve customers more effectively, and adapt as their businesses grow. When our customers succeed, everyday life works better for millions of people around the world. • Technology with purpose: We build technology for real operators solving real-world problems. That means designing products that fit how businesses actually work, helping customers make better decisions, and creating tools that improve both operations and the experiences they deliver. • A portfolio with breadth and depth: Our teams support a diverse set of industries, including fitness and leisure, golf and club, recreation, field services, garment care, education, and payments. That means the opportunity to solve meaningful challenges across multiple markets, while contributing to one shared company vision. OUR VALUES Our values shape how we lead, how we make decisions, and how we work every day. • Find a better way: We challenge outdated processes, improve the way we work, and look for smarter solutions. We bring ideas, not just problems, and stay open to better ways forward. • Do the right thing: We act with integrity, make ethical decisions, and hold ourselves to a high standard. We own mistakes quickly, learn from them, and apply our principles consistently. • Say it straight: We communicate clearly, and with respect. We share context, not just outcomes, give timely feedback, and speak up early when something needs attention. • Win together: We work across teams and functions with trust and shared purpose. We seek input early, assume positive intent, and celebrate success together. • Own the outcome: We take responsibility for results. We follow through, solve problems, and step in when something needs to be fixed.
Why Work With Us
At Xplor, you get room to grow, work that has real impact, and a team where you can bring your whole self. In return, we ask you to put people first, innovate fearlessly, and aim high. Be part of a global community built to help you – and the businesses we serve – thrive.
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