Technical Support Advisor

3 weeks ago


Sheffield, Sheffield, United Kingdom Mindbody Full time

We're looking for a talented individual to join our team as a Technical Support Specialist at Mindbody, a leader in the fitness and wellness industry.

About the Role

  1. Provide exceptional customer service to Mindbody customers via phone, email, and chat, resolving technical product-related issues and answering questions.
  2. Work in a high-volume contact centre environment, handling a high volume of support-related inquiries and delivering professional customer service.
  3. Follow up and resolve customer callbacks and open cases for product support, escalating complex issues to higher-level support tiers and/or management as needed.
  4. Troubleshoot basic product-related issues, update account information, and provide quality service that meets our customer expectations.
  5. Take inbound contacts, provide a high level of engagement with customers, and assist them with resolving product-related issues.
  6. Follow internal Knowledge Centered Support processes to maintain knowledge bases and accurately answer customer questions.
  7. Provide education to customers on product features and additional services to meet their needs.
  8. Document customer interactions and call-related notes under the customer's profile and in applicable systems.

Requirements

  • One year of related customer service or call centre experience
  • Ability to handle high volumes of support-related inquiries and deliver professional customer service through verbal and written communication
  • Ability to present information clearly and respond to customer questions in one-on-one and/or group settings
  • Familiarity 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
  • Customer-service focused mindset and ability to act with the customer's needs in mind
  • Ability to interact with colleagues and customers in a tactful and professional manner
  • Ability to multitask and use time effectively and efficiently

Please note that you will be required to work from the Sheffield office, Monday to Friday, with hours from 2:30pm to 11pm.



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