Technical Support Specialist I

Mindbody; Greater London; On-site; GBP 25,000 - 40,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Technical Support Specialist I, um erstklassigen Kundenservice zu bieten. In dieser Rolle sind Sie die erste Anlaufstelle für technische Anfragen und arbeiten in einem dynamischen Umfeld. Sie werden Kundenanliegen über verschiedene Kanäle bearbeiten, einschließlich Telefon und E-Mail, und dabei helfen, technische Probleme zu lösen. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem schnelllebigen Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie. Genießen Sie die Vorteile, die diese Rolle mit sich bringt, und tragen Sie dazu bei, die Fitness- und Wellnessbranche zu revolutionieren.

Qualifications

• Mindestens ein Jahr Erfahrung im Kundenservice oder Call Center.
• Fähigkeit, technische Probleme zu verstehen und zu lösen.

Responsibilities

• Erster Kontakt für technische Unterstützung über Telefon und E-Mail.
• Lösen von Kundenanfragen und Dokumentation der Interaktionen.

Skills

Kundenservice Erfahrung

Technisches Verständnis

Aktives Zuhören

Multi-Tasking Fähigkeiten

Französisch und Spanisch

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 utilizing 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

• Intake of technical product support to customers through various channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums. Work with our Spanish speaking clients to provide a high level of service.
• 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 through questioning and identifying the best resolution or next steps.
• Troubleshoot basic product-related issues and update account information as necessary.
• Appropriately escalate complex issues to higher support tiers and/or management.
• Provide quality service to meet customer expectations and comply with department policies.
• Engage actively with customers to assist in resolving product-related issues.
• Follow Knowledge Centered Support processes to answer questions and maintain knowledge bases.
• Educate customers on product features or additional services to meet their needs.
• Document interactions and call notes in customer profiles and systems.
• Acquire the Level 1 Technical Support Certification.
• Perform other duties as assigned.

Please note, the hours for this position are Monday to Friday 3:30pm-12am GMT.

Skills & experience

• One (1) year of related customer service or call center experience.
• French & Spanish speaking is a plus!
• Ability to handle a high volume of support inquiries with professional communication skills.
• Ability to present information clearly and respond effectively in various settings.
• Active listening skills and curiosity-driven questioning to understand customer needs.
• Familiarity with internet browsers, multiple phone lines, and basic email functions.
• Quick learner of technical products and software solutions.
• Customer-focused mindset with the ability to relate to diverse populations.
• Professional interaction with colleagues and customers.
• Effective multi-tasking and time management skills.
• Right to Work in the UK.

Additional Information

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