Application Support Specialist

Xplor; España; Remote; EUR 34,000 - 52,000; Full time

Benefits offered by this job

Paid Parental Leave

benefit programs

#GiveBackDays/Commitment to social |

Job summary

Xplor is seeking an Application Support Specialist to join our Enterprise Fitness unit. This fully remote role, based in Spain, focuses on 3rd level support for the Exerp Platform and related services, collaborating with engineering and product teams to diagnose complex issues and keep clients informed.

As a strong communicator with SQL/Excel experience and bilingual English/Spanish, you will own incidents from ticket to resolution, participate in major incidents, and help clients maximize

Qualifications

• Bachelor’s or Master’s in technical field or equivalent experience.
• Excellent written and spoken English.
• Excellent written and spoken Spanish.
• Confident in client meetings and critical situations.
• Experience with databases, SQL and Excel.

Responsibilities

• Act as daily point of contact for clients via tickets and meetings.
• Analyse and resolve complex product issues and coordinate with internal teams.
• Troubleshoot technical issues and track bugs with the Tech Product Analysts.
• Document issues clearly for Engineering teams.
• Join Major Incident response to resolve urgent client problems.
• Keep client experience at the center of every interaction.

Skills

SQL

English fluency

Spanish fluency

Customer-facing

Attention to detail

Education

Bachelor's or Master’s in technical field

Tools

SQL databases

Excel

APIs

Job description

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.