Tech Support Advisor

6 months ago

Gateshead, United Kingdom Team RH Fitness Full time

If you’re looking for a boring office job where you can hide behind your computer screen, then we’re not the place for you Everyone who works for Team RH is an exceptional person, creative, hard-working and talented. We have incredibly high standards and are on the hunt for world-class people who’ll blow us away with their talent and passion.

Before we get to the good stuff, we have a couple of ground-rules we want to make clear
- Take pride in your appearance. No turning up for an interview in trainers and trackies - smart-casual is what we expect. If you can’t afford interview attire, let us know and we’ll see you right.
- If you think that doing a virtual interview from your bed is acceptable, jog on.
- We don’t employ smokers - we’re a health and fitness company and everyone who joins us should be clued up enough to know that smoking isn’t good for you or your health.
- Arrive on time for your interview. Unless you have a valid excuse, we won’t wait around for anyone who can't do the basics.
- Zero toxicity. Our culture is the most important thing here and we won’t stand for anyone gossiping or being negative in work. We have incredible, kind and caring people working with us and we’ll protect them at all costs.

Some people will turn their noses up at the above - that’s fine, they can go and work somewhere else. However, if you’ve read up to here and you think you want to join a team of world-class, super-driven and kind-hearted people, then let’s get to the good bit

As part of our Tech Support team at Team RH, you’ll be responsible for supporting our customers with any problems they might encounter when using our app and play a key role in troubleshooting and resolving app-related issues. You’ll also work with our Tech and Product teams to ensure that bugs are reported back to our Tech teams and resolved efficiently.

This job is based fully in house at our Team Valley offices and will be reporting into the CX Manager.

Our Customer Support is open 8am-10pm Monday-Sunday, and any shifts worked within our core hours (8am-5pm Mon-Thurs, Friday 8am-12:30pm) will be required to work in the office. All other shifts can be worked remotely.

We have full-time and part-time positions available and if successful, you’ll be required to work at our Team Valley offices for your first couple of weeks.

**Responsibilities**
- You’ll be an expert in our fitness app, understanding its features, functionality, and integration with various devices and platforms.
- You’ll collaborate closely with the Tier 1 support team to escalate and prioritise user-reported issues that require specialised attention.
- You’ll maintain and update support documentation, FAQs, and our Help Centre articles to help users to resolve common tech-related issues independently.
- You’ll help to conduct thorough testing of app updates and new features before release to identify potential issues and provide feedback to the development team.
- You’ll help to gather user feedback and insights to improve the app's functionality, user experience, and overall performance.
- You’ll assist in training Tier 1 support agents on complex technical aspects of the app.
- You’ll generate reports and analyse data to identify trends and areas for improvement in app performance and support processes.

**Skills and qualifications**
- Strong attention to detail and a commitment to data accuracy.
- Ability to work independently and as part of a collaborative team.
- Proven experience in technical support or customer service, preferably in a technology or mobile app-related role.
- Strong problem-solving skills and a keen attention to detail.
- Excellent communication skills, both written and verbal.
- Ability to work independently, prioritise tasks, and manage time efficiently.
- Proficiency in using support ticketing systems and customer support software.
- Technical proficiency in mobile devices, operating systems (iOS and Android), and common troubleshooting techniques.
- Excellent internal and external communication, both verbal and written - the last stage of our interview process includes a spelling, grammar and punctuation test. Please let us know if you require any reasonable adjustments prior to the interview.
- Familiarity with fitness apps or a passion for health and fitness is a plus.

**Benefits**
- Free membership to our Team RH Life Plan.
- 25 days holiday + bank holidays.
- Generous discounts on all merchandise.
- Staff fun days and socials.
- Many opportunities for career development, as well as opportunities for training and personal development.
- Enhanced sick pay, maternity and paternity pay.
- An incredible, fun and creative environment. We treat people like friends and family, not co-workers.
- Zero-toxicity, zero-BS.
- Free on-site gym.
- Smoke-free site.
- Free tea, coffee and snacks on-site.

**Job Types**: Full-time, Part-time, Zero hours contract

**Salary**: From £11.50 per hour

**Bene

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