Technical Support Representative- Hybrid

  • Louisville, KY, USA
  • Full-time
  • Role type: Individual Contributor
  • Department: Payments Operations
  • Division: Payments

Company Description

Take a seat on the Xplor rocketship and join us as a Technical Support Representative to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

Job Description

The Technical Support role interacts with customers via phone and email daily. Promptly responding 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 trouble-shooting 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 wiling 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 

Qualifications

  • High School Diploma or equivalent
  • Previous call center or customer support experience 
  • Ability to multi-task and work well under pressure
  • High intiative, organization and attention to details
  • Team player, must work well with others 
  • Must speak clearly and persuasively in positive or negative situations
  • Exceptional oral and written communication skills
  • Listens well in order to ask leading questions for clarification 
  • Responds well to questions 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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

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

All Information will be kept confidential according to EEO guidelines. 

Xplor is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Xplor will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Acquisition Leader at [email protected] or +1 561-598-5952.

We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice can be yours. 

We’re also committed to replying to each application and look forward to getting in touch with you soon.