Level 2 Support Analyst

About the opportunity

You’ll join Xplor Health & Fitness and our Recreation Customer Support team — the team that provides support and expertise to health clubs, gyms, community centres as well as the leisure, parks and recreation industry. Whether small and independent or large franchises, we build everything they need to run their business, motivate their customers and build lasting fitness communities.

Reporting into the Customer Support Manager, you’ll help us provide best in class service to our customers. Some of the other responsibilities you’ll have:

• Develop a deep understanding of the Xplor Recreation software to help remove barriers for our clients
• Partner with clients to effectively resolve issues through phone, chat email and our online case portal
• Communicate thoughtful, empathetic and complete resolutions tailored to our clients issues
• Work cross-functionally with other support team members and our product and engineering teams
• Manage tickets and resolve/escalate within our Service Level Agreement
• Product support for both software and hardware usage assistance

What would make me a good candidate?

• 3 years providing contact center support
• Experience utilizing call management and ticketing systems
• Understanding of various Microsoft Windows Operating systems, LAN/WAN Networking, firewall exceptions and whitelisting IP addresses
• Understanding of booking/purchasing using mobile devices such as Android/IOS Tablets and Smartphones
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
• Possesses strong customer relation skills
• Strong problem-solving, analytical, follow-up skills and detail oriented
• Ability to demonstrate a working understanding or fundamental knowledge of retail POS technology
• Proactive, self-motivated learner with a strong drive to achieve personal goals
• Ability to work in a team where you manage your own time and priorities
• Motivated by a fast paced environment where you will have to constantly adapt - no two days are the same!
• You’re a true team player who knows that we all have to sometimes roll up our sleeves
• You align with our four core values and you’re simply a good human
• Must be available to work 8.30am- 5pm PST.
• The average base salary pay range for this position is $56,000 to $62,000
• May be eligible for a discretionary bonus

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. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected]. 

More about us 

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.

Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022. 

Good to know

To be considered for employment, you must be legally authorized to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email. 

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

We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/us/recruitment-faqs.

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, and age. Applications are encouraged from all sectors of the community.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.