Software Support Specialist

Software Support Specialist focuses on receive inbound questions from customers about their software product and service through a support ticketing system.

What the role involves

• 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.
• 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.

Candidate fit

• 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.

Additional role context

• 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.
• We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs.
• These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review.