Job Description

Join our Global Operations Team as a Software Solutions Engineer in Newcastleto 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 into Jay Palmer, 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.

Responsibilities include:

•    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

For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the office and 2 working from home.

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Qualifications

Required qualifications for this role:

• Excellent, proactive, customer service.
• Attention to detail and attentiveness to client requirements
• The ability to manage multiple technology resources 
• The ability to work under pressure whilst maintaining a calm demeanour.
• Strong client relationships, ability to meet and exceed commercial objectives
• Confident, proactive communicator, able to navigate difficult conversations

Desired Qualifications:

• Technical Knowledge of APIs and SQL would be beneficial.
• Familiarity of working with product development and Engineering teams.

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.