Application Support Analyst

6 months ago

Auckland City, New Zealand Xplor Full time

**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**

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 technologies to find common ground between the different projects and product we have.
- 1-3 years related experience; payments industry experience is a plus.
- Strong T-SQL Skills with the ability to write scripts
- Experience working with SOAP and REST APIs and tools such as Postman, SOAPUI, etc.) is a plus.
- Strong organizational, problem-solving, and analytical skills; ability to manage priorities and workflow.
- 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
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xp

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