1st Line Support Engineer

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 succees. So, when you become part of our team, you also become part of the personal connection that strengthens the relstionship people have with Xplor products.

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

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

Preferred (Not Essential) Experience

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.

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

Requirements

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.

Nice to have

Working with ticketing systems; Working towards agreed KPIs and SLAs; Customer service and stakeholder communication; Experience with multiple software products

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