Technical Support Specialist

Mindbody; Sheffield; On-site; GBP 20,000 - 30,000; Full time

Job summary

Mindbody is seeking a Technical Support Specialist I to provide first-level support to their customers in Sheffield. This role involves troubleshooting technical inquiries, engaging with customers, and escalating complex issues as needed. Candidates should have customer service experience, strong communication skills, and the ability to work in a high-volume environment.

Benefits

Amazing benefits

Professional growth opportunities

Collaborative work environment

Qualifications

• One year of related customer service or call center experience.
• Ability to handle high volume support inquiries professionally.
• Quick learner of technical products and software solutions.

Responsibilities

• Provide first level support to customers through phone and email.
• Troubleshoot basic product-related issues and document interactions.
• Follow internal support processes to accurately answer customer questions.

Skills

Customer-focused mindset

Active listening skills

Professionalism in communication

Ability to multi-task

Job description

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We're revolutionizing the fitness & wellness industry, and we’re looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry’s most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we’re partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We’re not just another tech company—we’re far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let’s see what we can accomplish together!

Who we are

We’re a passionate team, laser-focused on delivering phenomenal customer experiences at every turn. We’re dedicated to building customer loyalty through valuable tech and work hard to foster an innovative and collaborative environment balanced with personal and professional growth. We believe that happy team members create happy customers.

About the right team member

The Technical Support Specialist I provides the first level of contact support to MINDBODY customers by utilising multiple methods of contact, primarily over the phone. This position works in a high-volume contact centre environment and is responsible for answering calls and emails to appropriately resolve customer inquiries. The Technical Support Specialist handles customer inquiries by gathering information, primarily over the phone, by questioning through curiosity to identify the nature of the problem and troubleshoot foundational technical product-related issues.

About the role

1. Intake of technical product support to customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
2. Follow up and resolve customer callbacks and open cases for product support.
3. Resolve customer issues, questions and problems related to services or products by gathering information through questioning and identifying the best resolution or next steps.
4. Troubleshoot basic product-related issues and update account information as necessary.
5. Appropriately escalate complex issues to higher-level support tiers and/or management.
6. Provide quality service to customers that meets our customer expectations and in accordance with the department’s guidelines and policies.
7. Take inbound contacts and provide a high level of engagement with customers to assist with their product-related issues.
8. Follow internal Knowledge Centered Support processes to accurately answer customer questions and maintain knowledge bases.
9. Provide education to customers on product features or additional services to meet their needs.
10. Document customer interactions and call-related notes under the customer’s profile and in applicable systems.
11. Acquire the Level 1 Technical Support Certification.
12. All other duties as assigned.

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

Skills & experience

1. One year of related customer service or call center experience.
2. Ability to handle a high volume of support inquiries with professionalism through verbal and written communication.
3. Ability to present information clearly and respond to customer questions effectively.
4. Active listening skills and support through curiosity to understand customer needs.
5. Quick learner of technical products and software solutions.
6. Customer-focused mindset and act with customer needs in mind.
7. Ability to develop rapport and relate to diverse populations, and diffuse high-tension situations.
8. Professional interaction with colleagues and customers.
9. Ability to multi-task, prioritize, and manage interruptions efficiently.