Junior Advocate @ Tonal | Simplify Jobs

Junior Advocate

Technical Support

Posted on 3/20/2023

INACTIVE

501-1,000 employees

Website

Smart home gym & AI coaching company

Company Overview

Tonal's mission is to build systems that transform people’s lives through fitness, health, and wellness. The company uses advanced digital weight that continually adapts workouts so they’re most effective for all people regardless if you’re a beginner or an expert —all led by our expert coaches.

Locations

Toronto, ON, Canada

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

Requirements

A Customer Advocate with a technical passion! You enjoy working with Customers and you face even the most escalated contacts with empathy, respect, and support
Comfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and software
An excellent communicator with especially strong verbal skills. You enjoy speaking on a range of topics, while being able to mold your communication skill to your audience. From Customer-facing messages to internal bug reports, no matter the subject, you love being the one to communicate
A skilled typer (minimum 60 WPM)
Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance
Detail oriented
Punctual
Ability to multitask, prioritize, and manage time effectively in a demanding, fast-paced environment
Previous work on call center teams, in-house support teams, or a retail/Customer-facing environment
Experience supporting highly technical products which deliver hardware, firmware, and software experiences
Passionate about strength training, exercise, health and fitness

Responsibilities

Develop a deep technical expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions
Help Customers on a daily basis while representing the Tonal brand over a variety of channels such as phone, email, face-to-face, and social media
Work in a fast-paced environment to deliver high-quality work and take issues on as your own
Commit to ongoing learning and development in order to wow our Customers with technical know-how and a can-do attitude
Capture feedback from frontline interactions and recommend resolutions
Make contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals
Test new product updates and provide user feedback
Provide feedback on functions and effectiveness of the Advocate teams
Cover flexible hours. This position includes some on-call work, including nights and weekends

Who We Are

Tonal is the smartest home gym and personal trainer. It has completely revolutionized the way people work out at home, with its sleek design and advanced A.I. technology. We’ve united a diverse team of experts and decades of research to reinvent strength training, making it more efficient, more effective and more engaging.

With this in mind, we want to bring that same innovative approach to the workplace. At Tonal, we continue our shift of emphasis by growing our instrumental team. We collectively weave our knowledge and creativity, as we redefine the future of fitness. We are passionate about building products that transform lives, and building teams that transform the status quo. Together, we can be our strongest.

Overview

At Tonal, we place Customer Experience above all else. This role will have a direct impact on crafting our Customer Experience and delivering a premium experience to every individual Customer. We are looking for a technically skilled and empathetic communicator who will guard the front lines and do what it takes to get our Customers on track with their fitness goals! This includes speaking with our Customers regarding troubleshooting product issues, helping Customers with questions/concerns, working with our cross-functional teammates, and contributing to the team’s culture as we scale. Every Customer matters. Our number one priority is making sure Customers have what they need to use Tonal and be their strongest.

This position is a one-year, full-time contract with the opportunity to extend to full-time. The chosen candidate will receive a base salary + benefits.

What You Will Do

Develop a deep technical expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions
Help Customers on a daily basis while representing the Tonal brand over a variety of channels such as phone, email, face-to-face, and social media
Work in a fast-paced environment to deliver high-quality work and take issues on as your own
Commit to ongoing learning and development in order to wow our Customers with technical know-how and a can-do attitude
Capture feedback from frontline interactions and recommend resolutions
Make contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals
Test new product updates and provide user feedback
Provide feedback on functions and effectiveness of the Advocate teams
Cover flexible hours. This position includes some on-call work, including nights and weekends

Who You Are

A Customer Advocate with a technical passion! You enjoy working with Customers and you face even the most escalated contacts with empathy, respect, and support
Comfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and software
An excellent communicator with especially strong verbal skills. You enjoy speaking on a range of topics, while being able to mold your communication skill to your audience. From Customer-facing messages to internal bug reports, no matter the subject, you love being the one to communicate
A skilled typer (minimum 60 WPM)
Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance
Detail oriented
Punctual
Ability to multitask, prioritize, and manage time effectively in a demanding, fast-paced environment

Extra Credit

Previous work on call center teams, in-house support teams, or a retail/Customer-facing environment
Experience supporting highly technical products which deliver hardware, firmware, and software experiences
Passionate about strength training, exercise, health and fitness

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, [email protected]. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.