Xplor Hiring for Software Solutions Engineer Job at Newcastle, England Full Time

Take a seat on the Xplor rocketship and join us as Software Solutions Engineer, 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.

Reporting to the Software Support Manager, as a Software Solutions Engineer, you will be responsible for providing 1st and 2nd level Support to various Xplor products. This will require you to complete a detailed investigation and replication of software issues. You will focus on solving problems that need in-depth knowledge and handle escalations as well as challenging and technical queries.

The responsivities for this position are outlined below:

• Provide detailed investigation of issues logged
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• If unable to resolve, provide thorough replication steps and escalate down the relevant product escalation process
• Analysis of support tickets and provision of reports to the Software Support Manager regarding performance against customer SLA and internal targets.
• Update documentation and provide training on Xplor products
• Work with 2nd line/3rd line and development teams to resolve issues
• Handle escalated items by the Software Support Manager, Support Supervisor or Account managers

• Excellent, proactive, customer service
• Strong organizational skills, being able to multitask and work autonomously
• A positive, ability to energise and motivate the team
• Attention to detail and attentiveness to client requirements
• Confident, proactive communicator, able to navigate difficult conversations
• Exceptional written and verbal communication
• Effective questioning and probing techniques
• Professionalism, leading by example
• The ability to manage multiple technology resources
• The ability to work under pressure whilst maintaining a calm demeanour
• The essentials of business etiquette
• Successful delegation
• Strong client relationships, ability to meet and exceed commercial objectives

Additional Information

What does it mean to work for Xplor?

Our four core values – Make life simple, Build for people, Move with purpose and Create lasting communities – are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Private medical insurance, 25 days holiday, pension and Death in service

More about us

Xplor Technologies is proud to be an Equal Opportunity Employer, considering applicants for employment with any characteristic protected by federal, state, or local laws. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and any other characteristics that make Mariana’s employees unique. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self expression, unique capabilities and talent that Xplor’s employees invest in their work represents a significant part of not only our culture, but also our company’s achievement.

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

Sheryl Sandberg once said, “If you’re offered a seat on a rocket ship, don’t ask what seat! Just get on.” We couldn’t agree more. So, are you ready to get on board?

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

Xplor is 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 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 committed to replying to each application and look forward to getting in touch with you soon.