Application Support Specialist (Remote, Spain)

About the role

Xplor's Client Service team in its Enterprise Fitness vertical is hiring an Application Support Specialist to work remotely from Spain. The role provides Level 3 technical support for the Exerp platform, an ERP used by some of the world's largest fitness chain operators, as well as its web services and apps. You will work directly with clients' dedicated superusers and application specialists.

Key responsibilities

• Act as the daily point of contact for clients, mainly through tickets and in client meetings
• Analyse and resolve complex product issues and questions, involving the right internal people until the problem is solved
• Troubleshoot technical issues and track down bugs alongside Technical Product Analysts
• Report issues to Engineering teams with clear, detailed documentation
• Join the Major Incident response team for urgent, critical client problems
• Keep the client experience at the centre of every interaction

Required profile

• Bachelor's or master's degree, or equivalent experience in technical support or a similar client-facing role
• Excellent written and spoken English and Spanish
• Confidence engaging with clients in meetings and during critical situations
• Attention to detail, patience and a structured way of working
• Able to work independently and as part of a team
• Legal authorisation to work in the country of application; Xplor does not sponsor visas

Required skills

• Experience with databases, SQL and Excel
• Nice to have: APIs, payment processors such as Adyen, knowledge of the fitness and wellbeing industry, and prior use of gym management software

What we offer

• Paid parental leave benefit programs
• Extra days off for volunteering and giving back to the local community
• Diversity and inclusion initiatives and a global mentorship program
• Free mental health support
• Flexible working arrangements