Product Support Specialist I

Responsibilities

• Answer routine questions regarding software usage to meet customer business needs
• Troubleshoot data and software issues to distinguish between procedural errors and bugs
• Provide information on available product training resources to clients
• Leverage customer interactions to improve technical documentation and self-service resources
• Identify opportunities for issue deflection through automated portals or help centers
• Maintain detailed logs of all customer interactions via email, phone, and chat
• Escalate system performance issues, data updates, and feature requests to Level III team members
• Act as the voice of the customer to identify process improvement opportunities

Requirements

• Minimum of 2 years of technical and customer support experience, preferably in the SaaS industry
• Proficiency in omni-channel communication (chat, phone, and email)
• Proficiency with Microsoft Office products
• Analytical and data-oriented approach to problem-solving
• Previous experience working in a remote position
• Strong written and verbal communication skills with professional etiquette

Preferred Qualifications

• Previous experience using QuickBooks and Salesforce
• Ability to work independently while managing multiple responsibilities and schedules

Benefits

• Paid Parental Leave benefit programs
• #GiveBackDays: 3 extra days off to volunteer in your local community
• Access to free mental health support
• Flexible working arrangements
• Ongoing dedication to Diversity & Inclusion initiatives

About the Company

Xplor provides small and medium-sized businesses with cloud-based, intuitive technology solutions. We help business owners manage the complexities of running a business so they can focus on what they love. With over 130,000 businesses relying on our ecosystem in 72+ countries, we deliver secure, transparent, and fast payment and management tools.