Technical Support Representative- Hybrid

Company Description

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. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Join our Xplor Pay vertical in the Central Technology Team as Technical Support Representative
- Hybrid in Louisville, KY to make a real impact every day. We say that because we know that every code line we write, every interface we design and every conversation we have, is another opportunity for us to enrich our customers’ experiences.

Reporting into the Customer Support Manager, you will help us interact with customers via phone and email daily. Some of the other responsibilities include:

• Promptly respond to all inquiries in a courteous and efficient manner. This role will service customers using our credit card processing platform all across the country.
• Assist customers with technical support troubleshooting billing, chargeback, funding, and access questions, via telephone and chat.
• Guide customers through troubleshooting and programming on their credit card terminals and other types of hardware, also including assisting merchant with ensuring their own communication methods, including researching answers and guiding client through resolution in a timely, efficient manner.
• Interact and coordinate with other departments and co-workers to resolve customer issues.
• Adhere to established metrics relating to performance and efficiency.
• Maintain accurate documentation of each exchange.
• Follow up on cases that require further research or work.
• Must be willing to work weekends, some overtime and holidays if needed.
• Continue to learn and take a proactive approach to professional and personal development by adding skills and knowledge as the business evolves.
• High level of ownership to ensure we are taking care of each interaction.

• Must live in Louisville, KY or the surrounding area.
• Must be open to evening and weekend shifts.
• Bilingual in Spanish & English a plus.
• The average base salary pay range for this position is $18 - $19 USD.

At Xplor, we have many different products and technologies. We have evolved from a bunch of start-ups to a single company with over 700 Xplorers who work in our CT team as one team across the world. You can find everything from super modern to older languages. We continue to iterate on our processes and technologies to find common ground between the different projects and product we have.

With this, we rely heavily on our engineers to be dynamic. Xplor is not the company (yet) where you’ll always have well-defined requirements and rigid processes. Our Engineers have a lot of input into the process and requirements. However, there can be challenges and ambiguity you as an Engineer have to overcome – and we know that’s not for everyone. The positive side of this is that you get to have a lot of say and ownership in the product and the process.

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Required qualifications for this role:

• High School Diploma or equivalent.
• Previous call center or customer support experience.
• Ability to multi-task and…