Xplor Technologies · 22 hours ago
Product Support Specialist I - Hybrid (SA)
Louisville, KY
Full-time
Hybrid
Entry Level
$21/hr - $21/hr
2+ years expXplor Technologies is a company focused on providing cloud-based technology solutions for small and medium-sized businesses. They are seeking a Product Support Specialist I to handle customer inquiries related to their software products, enhance customer experience, and work closely with the Product team to improve their offerings.
PaymentsSoftware
No H1B
Responsibilities
Answer routine questions on how to best use the software for our customer’s business needs
Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug
Provide information on available product training resources
Leverage real-life interactions to improve technical documentation and self-service resources
Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
Enter and maintain a log of all customers interactions and issues. This includes all support email interactions, phone calls, chats, and any other pertinent information
Submit system performance issues, data updates, and feature requests to Level III team members for escalation
Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement
Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall customer experience
Support and encourage your colleagues in any way possible
Assist on special projects and any other tasks as necessary
Adhere to company and team policies and procedures
Meet established team and individual goals and metrics as required
Qualification
Required
Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni-channel communication
Proficiency with Microsoft Office products
Professional etiquette with effective written and verbal communications skills
Analytical and data-oriented approach to problem-solving
Patience, empathy, and a positive attitude with a desire to help our customers
You are tech-savvy and enjoy learning and over time mastering new tools and systems
Strive to do your best, deliver quality results, and take accountability
You know how to deliver a great customer experience
You have the flexibility and availability needed to work potential different schedules
You have previous experience working in a remote position
You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills
Preferred
Previous experience with QuickBooks and Salesforce is a plus
Benefits
Gender Neutral Paid Parental Leave benefit programs
#GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
Access to free mental health support
Flexible working arrangements
Company
Xplor Technologies
Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-09-16Acquired
Leadership Team
Scott Miggo
Xplor Chief Technology Officer / Global Head of Information Technology
Justin LaChance
CFO
Recent News
Payments Dive
2026-01-08
2025-10-29
Company data provided by crunchbase