Technical Support Specialist I, Office (CE)

• Own assigned Office General support cases from initial contact through resolution or appropriate escalation while meeting established response and follow-up expectations. 

• Troubleshoot standard issues across Classic POS, printers, hardware, employee and item configuration, membership, inventory, Guest Rooms, Mobile Ordering, Mobile POS, KDS, kiosks, reporting, and system settings. 

• Gather relevant details, reproduce reported behavior when possible, and review configuration, permissions, connectivity, and system settings to identify the cause of an issue. 

• Research knowledge resources, previous cases, known issues, and documented troubleshooting processes when a resolution is not immediately known. 

• Guide clients through troubleshooting and product workflows while explaining technical concepts clearly to technical and nontechnical users. 

• Document client interactions, troubleshooting steps, findings, and resolutions accurately in the case management system. 

• Prioritize assigned work based on urgency, client impact, case age, and established service expectations. 

• Recognize when an issue exceeds Level 1 scope and escalate with complete documentation to the appropriate Level 2 or internal resource. 

• Maintain ownership of the client experience by setting clear expectations, following through on commitments, and responding appropriately to client frustration. 

• Maintain current knowledge of supported products, releases, known issues, and troubleshooting practices. 

• Fully Remote in United States: You can work remotely in this position, provided you reside in United States, have full working rights and do not require sponsorship.

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

• Experience with point-of-sale systems, printers, peripheral hardware, or club management software. 

• Experience with Salesforce Service Cloud, Zendesk, or a similar case management platform. 

• Exposure to hospitality, private club, restaurant, retail, or membership-based operations. 
  
  

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 don't 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 recognize 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.

To start your application, please submit your resume, and we will be in touch as soon as we can.