1st Line Support Engineer

Xplor; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Paid Parental Leave

Volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working

Job summary

Xplor is seeking a 1st Line Support Engineer to be the first contact for clients using the Legend system. You’ll handle queries, data requests, software issues and training, aiming for quick resolutions and high customer satisfaction.

The role is based in the UK with a hybrid model: 3 days in the Newcastle office and the remainder from home. You will work to meet quarterly KPIs, interact with stakeholders, and continuously grow your technical knowledge in a fast-growing international company.

Qualifications

• Proven technical experience in a similar role.
• Must have direct experience working with clients.
• Good interpersonal skills and strong verbal/written communication.
• Excellent analytical and problem solving abilities for complex issues.
• Fast learner who can pick up new skills quickly.
• Fluent in English, both speaking and writing.
• Team player in a fast-growing international company.
• Able to operate in a dynamic environment with deadlines.
• Strong verbal communication for in-person and telephone conversations.
• Eager to explore and apply latest technologies.
• Self-motivated with results orientation.

Responsibilities

• Support, maintain and improve customer service.
• Provide support for Legend customers via telephone and ticket systems.
• Resolve support cases promptly to maintain customer satisfaction.
• Escalate calls to 2nd/3rd line or external maintenance as needed.
• Analyze tickets and report on performance against SLAs and targets.
• Develop teammates to uphold high support standards.
• Perform phone support as scheduled via rota.
• Maintain knowledge of Legend operations/policies/software for quality help.

Skills

Client communication

Analytical thinking

Problem solving

Team player

English proficiency

Tools

Ticketing systems

Job description

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.

We are unified by our purpose of helping people to succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relstionship people have with Xplor products.

About the opportunity

As a 1st Line Support Engineer, you will be the 1st point of contact for clients using the Legend system, dealing with client queries, data requests, software issues and training. The responsibilities for this role are outlined below:

• Support, maintain and improve customer service.
• Provide support for Legendcustomers via telephone and support ticket submission systems following outlined processes.
  • Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
  • Escalate calls to other 2nd/3rd line support/external maintenance companies
• Analysis of support tickets and provision of reports to the Software Support Manager regarding performance against customer SLA and internal targets.
• Develop team mates to ensure the highest standard of support team
• Perform phone support duties as required and scheduled via the support rota
• Ensure your own personal knowledge of the Legendsupport operations/policies/software in order to provide a high standard of help to others

Core Responsibilities

• UI-level software testing

• Web chat support
• Case management
• Inbound calls
• Meeting quarterly KPIs set by the Software Manager
• Meeting customer SLAs

• Stakeholder and Customer communication

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

Shifts -

Monday-Friday

• Core hours:7am-12pm
• Working patterns:7am-3pmor12pm-8pm
• The7am shiftis expected to be office‑basedthree days per week

Saturday-Sunday

• 8am-8pm
• Typically1 weekend every 5-6 weeks

Bank Holidays

• 8am-4pm
• Covered voluntarily by team members in exchange for1 day of lieu

Christmas Day

• Closed

• Proven technical experience in a similar role.
• Must have direct experience working with clients.
• Good interpersonal skills are required, as is the ability to communicate well, both verbally and written.
• Excellent analytical and problem solving skills and an ability to understand complex problems.
• Must be a quick learner who can "hit the ground running" and pick up new skills and technologies at ease.
• Must be able to efficiently work and communicate in English verbally and in writing.
• Must be a team player who enjoys working in a fast growing international company.
• Must be able to operate in a dynamic environment with defined deadlines.
• Must be a good verbal communicator both face to face and over the telephone.
• Must be eager to explore and apply latest technologies available on the market.
• Self-motivated and results oriented.

Preferred (Not Essential) Experience

• Working with ticketing systems
• Working towards agreed KPIs and SLAs
• Customer service and stakeholder communication
• Experience with multiple software products

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.

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

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 [e-mail].

More about us

More than 130,000 businesses in 72+ countries rely onXplorto run their day and get paid, processing over $47 billion in payments annually.Ourconnected ecosystemhelps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplorisbacked by world-class investorsAdvent International, Battery Ventures,and Silver Lake.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

To learn more about us and our products, please visit xplor.com/careers/.

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions.Find our Candidate AI Usage guidelines here.

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.

We make it a priority to respond to every applicant.