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.
Job Description About the opportunity Join our Education Vertical as an Application Support Specialist in Melbourne to make a real impact every day.
We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers' experiences.
Reporting to the Application Support Team Lead, this role will join a team of Support professionals to meet the needs of our customers on software related enquiries.
As an Application Support Specialist you will focus on building relationships with our customers and colleagues; whilst meeting and exceeding service levels agreements for the resolution of support tickets.
Some of the other responsibilities include: Action escalated support cases to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently Contribute to frameworks and internal resources to support the resolution of technical issues within your team Find new ways to reduce the average ticket turnaround time and improve SLAs For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.
Qualifications What would make me a good candidate? Strong proficiency in SQL, Microsoft Excel and data management Ability to maintain personal resilience in pressurised or stressful situations Proactive, self-motivated learner with a strong drive to achieve personal goals Experience of working with and managing virtual teams in a matrix environment Advanced skill level in Microsoft Office Suite i.e.
Word, Excel and Outlook Able to work within a global organisation and accommodate working hours to support this Demonstrable experience in managing multiple technology resources Demonstrable experience in conflict resolution and customer service, with diplomatic approach and solutions mindset Professional agility to succeed in complex and fast-changing business environments Exceptional relationship-building and communication skills with a confident phone manner and active listening skills Experience in multitasking, prioritising, and managing time effectively for self and a team during peak periods Motivated learner who wants to pick up new skills and grasp new technologies willingly At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences.
So even if you think you do not tick all the boxes, we still encourage you to apply.
Ready to apply? To start your application, please submit your resume and we'll be in touch as soon as we can.
Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you 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 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 and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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