Application Support Specialist

About the opportunity
You'll join the Client Service team in our Enterprise Fitness vertical as an Application Support Specialist, working remotely from Spain. The team provides 3rd level technical support for the Exerp Platform, our ERP for some of the largest fitness chain operators in the world, along with our web services and apps. Our products are complex, highly customisable and built to flex around each client's needs. You will love this role if you enjoy getting to the bottom of complex technical problems and building strong working relationships with clients. The department is growing and changing, so there's real room to develop your career with us. Reporting into Manager of Client Services for Xplor, you'll support our clients by:
Acting as a daily point of contact for clients, mainly through tickets and also in client meetings
Analysing and resolving complex product issues and questions, and bringing in the right internal people until the problem is solved
Troubleshooting technical issues and tracking down bugs alongside a team of Technical Product Analysts
Reporting issues directly to our Engineering teams with clear, detailed documentation
Joining our Major Incident response team to resolve the most urgent and critical client problems
Keeping the client experience at the centre of every interaction
This is a fully remote role based in Spain.
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.
Required qualifications for this role:
A bachelor's or master's degree, or equivalent experience in technical support or a similar client-facing role, ideally supporting software applications
Excellent written and spoken English
Excellent written and spoken Spanish
Confidence engaging with clients in meetings and during critical situations
Experience with databases, SQL and Excel, and a genuine interest in IT
Strong attention to detail, patience and a structured way of working
Curious and eager to learn, able to work independently and as part of a team
Nice to have:
Experience with APIs
Experience with payment processors such as Adyen
Knowledge or interest in the fitness and wellbeing industry
Worked or used a Gym Mgmt. Software before
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 Xplor er, 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.
Some of our perks and benefits are:
Paid Parental Leave
benefit programs
#GiveBackDays/Commitment to social impact - 3 extra days off to volunteer and give back to your local community
Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
Access to free mental health support
Flexible working arrangements
Before you apply
To be considered for employment, you must be legally authorised to work in the country you're applying for. This applies to remote roles too. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage. We also invite you to check out our Candidate FAQs.
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