Technical Support Specialist

Who we are

We’re a passionate team, laser-focused on delivering phenomenal customer experiences at every turn. We’re dedicated to building customer loyalty through valuable tech and work hard to foster an innovative and collaborative environment balanced with personal and professional growth. We believe that happy team members create happy customers. 

About the right team member

The Technical Support Specialist I provides the first level of contact support to MINDBODY customers by utilising multiple methods of contact, primarily over the phone. This position works in a high-volume contact centre environment and is responsible for answering calls and emails to appropriately resolve customer inquiries. The Technical Support Specialist handles customer inquiries by gathering information, primarily over the phone, by questioning through curiosity to identify the nature of the problem and troubleshoot foundational technical product-related issues.

About the role

• Intake of technical product support to customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
• Follow up and resolve customer callbacks and open cases for product support.
• Resolve customer issues, questions and problems related to services or products by gathering information by questioning through curiosity and identifying the best resolution or appropriate next steps.
• Troubleshoot basic product-related issues and update account information as necessary.
• Appropriately escalate complex issues to higher-level support tiers and/or management.
• Provide quality service to customers that meets our customer expectations and in accordance with the department’s guidelines and policies.
• Take the appropriate level of inbound contacts and provide a high-level of engagement with the 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 to maintain knowledge bases.
• Provide education to 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.
• Acquire the Level 1 Technical Support Certification. 
• All other duties as assigned.

The shift for this role is Monday - Friday 2:30pm-11pm.

Skills & experience

• One (1) year of related customer service or call center experience 
• Ability to handle a high volume of support related inquires with the ability to deliver professional customer service through both verbal and written communication 
• Ability to present information in a clear and understandable manner and respond to customer questions in one-on-one and/or group settings 
• Ability to actively listen and allow others to speak without unnecessarily interrupting; and provide support by questioning through curiosity to gain a full understanding of customer needs 
• Familiar with internet browsers and settings, multiple phone lines and basic email functionality
• Ability to quickly learn technical products and functions with an interest in understanding software solutions 
• Ability to have a customer-service focused mindset and act with the customer’s needs in mind
• Ability to quickly develop a rapport and relate to diverse populations; and can diffuse high-tension situations comfortably
• Ability to interact with colleagues and customers in a tactful and professional manner 
• Ability to multi-task and use time effectively and efficiently; and concentrate efforts on the more important priorities with frequent interruptions or distractions
• Fluent in German and English
• RTW in the UK

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