At a Glance
- Tasks: Be the first point of contact for clients, solving queries and providing top-notch support.
- Company: Join Xplor, a tech company dedicated to helping businesses thrive with innovative solutions.
- Benefits: Enjoy flexible working, paid parental leave, and extra days off for volunteering.
- Other info: Work in a dynamic environment with opportunities for growth and a supportive team culture.
- Why this job: Make a real difference by supporting clients and enhancing their experience with our products.
- Qualifications: Technical experience, great communication skills, and a passion for problem-solving are essential.
The predicted salary is between 40500 - 49500 £ per year.
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 succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship 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.
1st Line Support Engineer in Newcastle upon Tyne employer: Xplor Education
At Xplor, we pride ourselves on being an exceptional employer, offering unparalleled opportunities for professional growth and a collaborative work culture that values each team member's contributions. With fully flexible work arrangements, generous parental leave, and access to continuous learning resources like LinkedIn Learning, we empower our employees to thrive both personally and professionally. Join us in our mission to help small and medium-sized businesses succeed while enjoying a supportive environment that fosters innovation and community.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Engineer in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xplor Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xplor Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Support Engineer in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xplor Education:Your cover letter is your chance to shine! Tell us why you want to work at Xplor Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xplor Education!
How to prepare for a job interview at Xplor Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
