Customer Support Officer

**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
**Job Description** About the opportunity**

Some of the other responsibilities you’ll have:

- Perform incident resolution, problem determination and root cause analysis of problems and incidents.
- Provide technical expertise and direction in support of system process improvements.
- Liaise with the development team and assist with the implementation of resolutions and preventive measures.
- Identifying areas of risk and development of strategies to mitigate risks.
- Document all support incidents and resolutions in a timely manner.
- Maintain and extend internal Knowledge Bases 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 analysis and reporting tasks logged through service requests and the change management process.
- Contribute to User Acceptance Testing for software projects by completing testing plans or assisting stakeholders in working through test plans.
- Set up and configure the Clubware Mobile App following our documented process
- Work with the Product teams in the requirements gathering and testing phases of projects.

This will be a permanent, full-time role based out of our Melbourne office, paying $74,000 AUD (base) per annum.

**Location**:For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the office and 2 working from home.

Required qualifications for this role:

- A bachelor's degree in a closely related field such as Business Analyst, Information Technology or a similar discipline
- Minimum of three years work experience in a similar role if the qualification requirement is not met.
- Strong proficiency in T-SQL with solid experience in writing complex SQL queries, stored procedures and scripts.
- Demonstrates an analytical and systematic approach to problem solving.
- Demonstrates an effective communication skills and ability to present technical information to both technical and non-technical audiences.
- Strong attention to detail and prides on accurate, quality outputs.
- Effective in prioritizing and managing workload.
- Proactive, self-motivated learner with a strong drive to achieve personal goals
- Ability to work in a team where you manage your own time and priorities
- Motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same
- You’re a true team player who knows that we all have to sometimes roll up our sleeves
- You align with our four core values and you’re simply a good human

**Additional Information** Life at Xplor**

You’ll be part of a global network of talented colleagues who 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: *include additional benefits provided in your region*
- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- #GiveBackDays/Commitment to social impact - 3 extra days off to volunteer and give back to your local community
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Health & Life Insurance
- Access to free mental health support
- Flexible working arrangements

**Ready to apply?**

**More about us**

We are the first global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing “everyday life” verticals: Education, Fitness & Wellbeing, Field Services and Personal Services - and a global, cloud-based payment processing platform. With operations in North America, Australasia, Asia, Europe, and the UK, we serve over 106,000 customers that processed over $38 billion in payments across 20 markets in 2024.

**Good to know**

Please note that we do not exclusively rely on artificial intelligence (AI) when making hiring, promotion or any other employment decisions. We don’t have any AI tools in place that are c