Full-Time Technical Support Specialist

Technical Support Specialist provides support to Xplor customers using our software and payment products.

Works in a high-volume contact center environment, answering customer inquiries via email, chat, and phone.

Responsibilities:

• Receive customer inquiries via support ticketing system.
• Document all interactions following policies.
• Provide solutions or appropriate next steps.
• Educate customers on best software practices.
• Escalate complex issues to higher support levels.
• Meet or exceed personal KPI targets (e.g., tickets handled, customer satisfaction).
• Follow internal Knowledge Centered Support processes.
• Advocate for customers with internal stakeholders.
• Other duties as assigned.

Schedule: Monday-Friday, 10am to 6.30pm EST

Compensation: $50,000 - $55,000 base salary (yearly), potential bonus.

Experience/Education:

• 3 years related customer service experience.
• BA/BS or equivalent experience.
• SaaS company experience preferred.
• Boutique Fitness industry knowledge is a plus.

Skills/Characteristics:

• Strong communication skills, adapting to different audiences.
• Empathy and understanding of customer perspective.
• Positive and solution-oriented approach.
• Resilience in handling difficult interactions.
• Grit and perseverance in problem-solving.
• Emotional intelligence.
• Curiosity and quick learning of software.
• Patience and calm under pressure.
• Passion for boutique fitness industry/entrepreneurial businesses.

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