Technical Support Specialist I

hace 2 semanas

Xico, México Mindbody A tiempo completo

We're a leading technology platform in the fitness and wellness industry, and we're looking for talented individuals to help us deliver world-class support to our customers. As a Customer Support Specialist, you'll be responsible for providing escalated support to our customers via various communication channels, including phone, email, and chat. Your primary goal will be to resolve customer inquiries and issues in a timely and professional manner, ensuring a high level of customer satisfaction and retention.

About the Role:

Respond to customer inquiries and resolve product-related issues via phone, email, and chat
Troubleshoot complex product-related issues and escalate them to higher-level support teams as needed
Provide quality service to customers and meet our customer expectations and departmental guidelines and policies
Take a high volume of inbound contacts and provide a high level of engagement with customers to assist them with a resolution to their product-related issue(s)
Follow internal Knowledge Centered Support processes to accurately answer customer questions and maintain knowledge bases
Use advanced product knowledge to educate customers on product features or additional services to meet their needs
Document customer interactions and call-related notes under the customer's profile and in applicable systems
Communicate product change requests to our Quality Assurance and Development Teams as per current processes
Acquire the Level 2 Customer Support Certification
Maintain and gain knowledge
Complete personal and department-assigned goals
All other duties as assigned

Requirements:

High School Diploma or equivalent experience
Advanced or fluent English
Customer service or call center experience or Customer Support Associate experience preferred
Working knowledge of Mindbody's software products is preferred
Strong communication skills, both verbal and written, with the ability to communicate in a clear and understandable manner
Ability to handle escalated and complex customer issues with confidence, patience, and professionalism
Demonstrated ability to actively listen and allow others to speak without unnecessarily interrupting them. Uses curiosity to gain full understanding of customer needs
Ability to learn and acquire new industry, company, product, or technical knowledge and best practices
Ability to have a customer-service focused mindset and able to use the information and feedback obtained to suggest improvements in products and services
Ability to quickly develop rapport and relate to diverse populations; and can diffuse high-tension situations comfortably
Ability to interact with colleagues and customers in a tactful manner and recognizes the importance of building professional and positive working relationships
Strong time management skills, ability to prioritize and use time effectively and efficiently
Ability to mentor and coach Customer Support Associates
Training and Certifications: Level 1 Customer Support Certification, or the ability to obtain within the first 90 days of hire

Equal Opportunity Employer:

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities, and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or any other protected characteristic.

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