Application Support Specialist

Xplor

1d • Remote

About The Position

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’ll work directly with our clients’ dedicated Exerp superusers and application specialists, who rely on us to solve their most critical problems quickly and well. 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.

Requirements

• 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 Haves

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree