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Technical Support Specialist

2 months ago

Sheffield, Sheffield, United Kingdom Mindbody Full time
About the Role

We're seeking a highly skilled Technical Support Specialist to join our team at Mindbody. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers through various channels, including phone, email, and chat.

Key Responsibilities
  • Provide timely and effective support to customers, resolving their technical product-related issues and inquiries.
  • Utilize multiple methods of contact, including phone, email, and chat, to engage with customers and provide support.
  • Follow up and resolve customer callbacks and open cases for product support.
  • Escalate complex issues to higher-level support tiers and/or management as needed.
  • 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.
What We Offer

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package. If you're a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity.