Customer Support Specialist

This is a fully remote position, open to applicants in Arizona, +25 more states.

📋 Description

• Deliver exceptional customer support for a range of software products via all support channels (tickets, chat, phone/Zoom) while managing ongoing ticket processes.

• Diagnose and resolve customer issues utilizing various troubleshooting techniques and resources.

• Effectively communicate with customers, both verbally and in writing, to address their inquiries and provide effective solutions.

• Ensure a positive customer experience by delivering timely and accurate support, addressing their needs, and clearly communicating ticket status and resolutions.

• Keep precise records of customer interactions, issues, and their resolutions.

• Take ownership of customer issues and either resolve them or escalate to the appropriate teams when necessary.

• Develop documentation and knowledge base articles to enhance service delivery.

• Serve as a liaison between clients and management to improve the overall customer experience.

• Achieve targets for live chat, response time, and customer satisfaction performance.

⛳️ Requirements

• Preferred college degree and/or up to a year of relevant experience.

• Experience in a fitness studio using ClubReady is advantageous.

• Strong judgment and excellent problem-solving abilities, capable of assisting both technical and non-technical customers.

• Previous customer service experience in a SaaS (software-as-a-service) environment is preferred but not mandatory.

• Must be personable and enjoy engaging in a customer-facing role, with a knack for building relationships with customers.

• Exceptional written and verbal communication skills, along with the ability to empathize with customers.

• Strong interpersonal skills for effective communication with customers of all titles and collaboration with various teams.

• Ability to perform well under pressure.

• Detail-oriented.

• Willingness to work irregular hours as needed.

• Excellent multitasking and problem-solving capabilities.

• A team player motivated by success and eager to demonstrate leadership.

🏝️ Benefits

• Equal opportunity employer

• Building a diverse and inclusive workplace.