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. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees.

We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. 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.

About the opportunity You'll join our Xplor Pay vertical and the team that develops a complete range of payments solutions including point-of-sale, ecommerce, mobile, in-app, recurring billing, e-invoicing, and auto-reconciliation. Our cloud-based solutions allow for seamless, secure processing and help our customers increase revenue, so they become more profitable. Reporting in to the VP of Application Support, the Application Support team is the 2nd level escalation point of contact for queries/issues relating to Xplor payments products.

Their role is to investigate/replicate issues and provide guidance on best practices for the products. Some of the other responsibilities include: Serve as the escalation point for issues logged by various support teams in the business to resolve complex issues. Utilize the Help Desk system to manage the incoming IT support cases and incidents.

Perform incident resolution, problem determination and root cause analysis of problems and incidents. Exercise judgement in prioritizing cases and escalate issues to the appropriate team as needed. Work with the engineering teams and assist with the implementation of resolutions and preventive measures.

Maintain and extend internal Knowledge Base documents with respect to operational support issues and resolutions. Perform data manipulation tasks such as data transfers, bulk data operations, and correction of erroneous data caused by user errors or system defects. Perform data operational tasks such as data imports, updates, and deletions, which are required in preparation for account billing.

Perform data analysis and reporting tasks logged through service requests and the change management process. Participate in 24x7 on-call support rotation duties. Identify opportunities to automate routine tasks for resolving support requests and liaise with the development team in implementing solutions.

About our Central Technology team At Xplor, we have many different products and technologies. We have evolved from a bunch of startups to a single company with over 700 Xplorers who work in our CT team as one team across the world. You can find everything from super modern to older languages.

We continue to iterate on our processes and techn.