1st Line Support Engineer

Xplor Education; Newcastle upon Tyne; Hybrid; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Hybrid working model

Office in Newcastle (3 days/week)

Job summary

Xplor Education in the United Kingdom is hiring a 1st Line Support Engineer to serve as the first point of contact for Legend system users. You will handle client queries, data requests, software issues and training with a strong emphasis on customer service and proactive problem solving.

The role offers a hybrid and flexible working model, with three days per week in the Newcastle office and the remainder working from home.

Qualifications

• Proven technical experience in a similar role.
• Must have direct experience working with clients.
• Good interpersonal and written/verbal communication skills.
• Analytical and problem-solving abilities with rapid learning capability.
• Team oriented in a fast-growing international company.

Responsibilities

• Provide support for Legend customers via phone and support ticket systems.
• Resolve and manage issues, with proactive pursuit of prompt resolutions.
• Escalate calls to 2nd/3rd line support or external maintenance when needed.
• Analyse support tickets and report performance against SLAs.
• Develop teammates to uphold high support standards.
• Participate in scheduled shift-based coverage and maintain knowledge of Legend operations.

Skills

Customer support

English communication

Analytical thinking

Problem solving

Team player

Quick learner

Self-motivated

Client interaction

Technical aptitude

Multitasking

Tools

Ticketing systems

Job description

Company 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.

Job Description

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 Legend customers 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 Legend support 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 -

Please be advised that this is a shift based role and we operate in the following manner:

Monday–Friday

• Core hours: 7am–12pm
• Working patterns: 7am–3pm or 12pm–8pm
• The 7am shift is expected to be office‑based three days per week

Saturday–Sunday

• 8am–8pm
• Typically 1 weekend every 5–6 weeks

Bank Holidays

• 8am–4pm
• Covered voluntarily by team members in exchange for 1 day of lieu

Christmas Day

• Closed

Qualifications

• 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.

Additional Information

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

More about us

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplor is backed by world-class investors Advent 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.