Application Support Technician (Technical Support)

Join our Recreation Vertical as an Application Support Technician to make a real impact every day. We say that because we know that every conversation we have, every interface we design, and every new feature we ship is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.

Some of the things you'll do:

• Respond to all customer-related incoming phone calls, voicemail, chats, emails, and web-based inquiries in a timely fashion 
• Provide first-touch resolution as often as possible within assigned disciplines

• Gather minimum data set of information to assist in prioritizing and troubleshooting cases

• Provide initial analysis and full documentation of steps taken

• Fully communicate issue status to customer to ensure satisfaction of progress and resolution

• Assist teammates when possible

• Escalate issues to next level of support and/or management as needed

• Utilize Vermont Systems resources

• Ability to work late shifts as scheduled

• Adherence to established Service Level Agreements (SLAs)

Working arrangements:

• Fully Remote in US: You can work remotely in this position, provided you reside in the US, have full working rights and do not require sponsorship.

Qualifications

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 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.

You'll need: 

• 2 years of experience in a technical support role or customer-facing role

• Problem solving, prioritization, multitasking skills

• Technical Aptitude

• Able to clearly document interactions and information

• Experience collaborating with customers, support staff, technical staff

• Experience using a Knowledge Base to research and solve issues

• Experience with MS Dynamics 365 is preferred

 It would be great if you also have:

• Experience with RecTrac

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.

Values and Life at Xplor 

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: 

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you and describe people you want to work with, you will thrive at Xplor. 

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can.