Xplor Looking for Application Support Analyst (fixed-term until end of 2023 – Remote) at Auckland, Auckland, New Zealand Full Time

Company Description

Take a seat on the Xplor rocketship and join us as Application Support Analyst in New Zealand on a Fixed-term contract till the end of 2023.

We’re a global team of builders, listeners and problem-solvers who are relentlessly focused on making life simple, so our customers can get back to growing their business, engaging consumers and doing what they love.

Job Description

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. They have in-depth knowledge and handle escalations from other support teams. The team are also responsible for bulk data operational tasks such as data imports, updates, and deletions, which are required in preparation for account billing.

Responsibilities

• 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 daily checks and maintenance of our internal applications and solutions.
• 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.
• Participate in 24×7 on-call support rotation duties.
• Identify opportunities to automate routine tasks for resolving support requests and liaise with the development team in implementing solutions.

Qualifications

What would make me a good candidate?

• 1-3 years related experience; payments industry experience is a plus.
• Experience working with REST APIs (postman, SOAP UI etc.) is a plus.
• Strong organizational, problem-solving, and analytical skills; ability to manage priorities and workflow.
• Experience in T-SQL – ability to write SQL queries is a plus.
• Ability to assimilate new information quickly and translate it effectively to the workplace.
• Ability to convey ideas and offer technical solutions to staff members at all levels.
• Ability to work independently and as a member of various teams and committees.
• Strong interpersonal skills, ability to interact with customers.
• Ability to deal effectively with a diversity of individuals at all organizational levels.
• Good judgement with the ability to make timely and sound decisions.
• Creative, flexible, and innovative team player.
• Excellent written and oral communication skills.

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences – people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.

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
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

Ready to apply?

To start your application, please submit your resume and we’ll be in touch as soon as we can. Please include the word “moonshot” at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected].

More About Us

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.

Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022.

Good to know

To learn more about us and our products, please visit https://www.xplortechnologies.com/nz/careers.

We also invite you to check out our Candidate FAQs for more information about our recruitment process https://www.xplortechnologies.com/us/recruitment-faqs.

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 and we particularly encourage speakers of Te Reo Māori or Pasifika languages to apply.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.