Company Description

Take a seat on the Clearent by Xplor rocket ship and join us as a Technical Services Specialist (Tech Support II) in the United States to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

Job Description

The Technical Services Specialist provides support to Xplor customers who are using one or more of our software and payments products. This position works in a contact center environment and is responsible for answering customer inquiries though phone, email, and chat. 

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

Receive inbound questions from customers about their payment processing products and services through taking inbound calls in a phone queue, responding to email, and chat.

Service software providers who integrate with Xplor Pay to support payment processing on their platform.

Document all customer interactions in applicable systems per current policies.

Respond to customers by gathering information and providing the best solution or appropriate next steps.

Escalate complex issues to higher-level support tiers and/or management following current policies.

Be proficient with and troubleshoot multiple terminal hardware/software types where the customer is accepting card payments – ensure that the issue is completely resolved, and the customer can process payments as expected.

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, email response time, and customer satisfaction, according to current policies.

Represent the Voice of the Customer to internal stakeholders.

Develop required expertise on the gateway to which the software provider is integrated (In-house or 3rd party), assist with payment processing or account related inquiries stemming from customers using the integration.

$18-20 per hour with annual bonus plus benefits

Must be willing to work some overtime and holidays if needed.

Support a culture based on our Xplor values.

Other duties as assigned.

Qualifications

High School Diploma or Equivalent

Previous Call Center or technical experience required, inbound or outbound

Ability to diagnose problems and work quickly and independently to resolve issues

Ability to multi-task and work well under pressure

Exceptional oral and written communication skills

Above average initiative, organizational skills, and attention to detail required

Team player, must work well with others

Verbal and Written 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.

Professionalism--Treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Integrity--Is widely trusted; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes.

Ethics and Values--Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others.

Role Competency – Develops advanced technical and troubleshooting skills required to support customers. Shows a deep interest in mastering the tools and processes that will expedite successful outcomes.

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us: 

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements

More about us

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020. 

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

How to apply?

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. 

All your information will be kept confidential according to EEO guidelines.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers. 

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community. 

All Information will be kept confidential according to EEO guidelines. 

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

We’re committed to replying to each application and look forward to getting in touch with you soon.