Product Support Specialist - L2 Support(Global Customers-B2B SaaS)

Zenoti; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Medical coverage for you and your family

Access to wellness sessions like yoga and meditation

Regular social activities and community initiatives

Job summary

Zenoti is looking for Product Support Consultants to join their support team in Hyderabad, India. This role involves helping customers effectively use Zenoti's cloud-based solutions and requires flexibility in working hours due to 24/7 customer support.

The ideal candidate will bring 3 to 8 years of experience in supporting web-based applications, strong problem-solving and communication skills, and the ability to thrive in a dynamic environment. Attractive compensation and benefits, including medical coverage and wellness programs, are offered.

Qualifications

• 3 to 8 years in supporting web-based enterprise applications.
• A willingness to solve problems for our customers.
• Previous advanced support experience with data-driven, web-based applications.

Responsibilities

• Work with customers to help them solve issues they have with using Zenoti.
• Own customer reported issues and see problems through to resolution.
• Consult with customers to ensure their business operations run effectively on Zenoti.
• Be part of the ticketing system and handle the client reported issues.

Skills

Problem-solving for customers

Technology-centric background

Strong logical and analytical skills

Excellent communication skills

Experience in web-based applications

Job description

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes.

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work Certified™ for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

What's the Opportunity?

We are looking for Product Support Consultants to join our support team to help our customers use Zenoti effectively to run their business. This team works 24x7x365 and so our consultants have to work at times when our customers need help. Applicants to this role will need to be flexible since their shift assignment will be based on the needs of our customers. Once assigned to a shift, we will work with you to ensure your hours are consistent over a long time horizon such that you can ensure a healthy life with good work-life balance.

What Will I be doing?

• Work with customers to help them solve issues they have with using Zenoti.
• Own customer reported issues and see problems through to resolution.
• Consult with customers to ensure their business operations run effectively on Zenoti.
• Follow all defined processes in the team when working on issues.
• Be part of the ticketing system and handle the client reported issues.
• Be proud of what you work on, obsess about the quality of the work you produce.
• Influence the direction of the product by providing feedback about challenges customers have with using our product.

What Skills do I need?

• 3 to 8 years in supporting web-based enterprise applications.
• A willingness to solve problems for our customers.
• A technology-centric background.
• Previous advanced support experience with data-driven, web-based applications.
• Strong logical, analytical and problem solving skills.
• Excellent communication skills.
• Work in night shifts.
• Can work in a fast paced, ever changing, start-up environment.

Why Zenoti?

• Be part of an innovative company that is revolutionizing the wellness and beauty industry.
• Work with a dynamic and diverse team that values collaboration, creativity, and growth.
• Opportunity to lead impactful projects and help shape the global success of Zenoti’s platform.
• Attractive compensation.
• Medical coverage for yourself and your immediate family.
• Access to regular yoga, meditation, breathwork, and stress management sessions. We also include your family in benefit awareness initiatives.
• Regular social activities, and opportunities to give back through social work and community initiatives.

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.