Technical Support Specialist

3 days ago

Sheffield, Sheffield, United Kingdom Mindbody Full time

About Mindbody

Mindbody is a leading technology platform that revolutionizes the fitness and wellness industry. We bring together the best of both worlds, combining our industry-trusted all-in-one technology platform with the popular fitness and self-care app, ClassPass. Together, we partner with over 70 fitness studios, gyms, salons, and spas around the world.

Our Mission

We're not just another tech company - we're the leader in our industry. Our mission is to deliver phenomenal customer experiences at every turn. We believe that happy team members create happy customers, and we're dedicated to building customer loyalty through valuable technology and fostering an innovative and collaborative environment.

About the Role

The Technical Support Specialist I provides the first level of contact support to Mindbody customers, utilizing multiple methods of contact to resolve customer inquiries. This position works in a high-volume contact centre environment, answering calls and emails to provide timely and effective solutions to customer issues.

Key Responsibilities

  • Intake of technical product support to customers through various channels, including inbound and outbound phone calls, 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 and identifying the best resolution or appropriate next steps.
  • Troubleshoot basic product-related issues and update account information as necessary.
  • 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 our department's guidelines and policies.
  • Take the appropriate level 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.
  • 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.

Requirements

  • One year of related customer service or call center experience.
  • Ability to handle a high volume of support-related inquiries 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.

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