Customer Manager

EGYM GmbH; United States; Remote; USD 47,000 - 52,000; Full time

Job summary

EGYM GmbH is seeking a dedicated Technical Customer Support Specialist to deliver outstanding service by managing customer inquiries and resolving technical issues. The ideal candidate will have relevant experience, excellent communication skills, and the ability to thrive in a remote environment. Join our innovative team and enjoy a competitive benefits package and continuous training to become a true EGYM expert.

Benefits

Health, dental, and vision insurance

401k with company match

Monthly wellness stipend

Phone and internet stipends

14 paid holidays per year

Paid time off (PTO)

Qualifications

• 1-2 years of experience in a technical support role.
• Excellent customer service and communication skills.
• Experience with CRM and technical support systems.

Responsibilities

• Provide end-to-end Tier 1 & 2 technical customer support.
• Manage incoming emails and support tickets.
• Troubleshoot and resolve technical issues for customers.

Skills

Excellent customer service

Communication skills

Problem-solving skills

Adaptability

Tools

CRM systems

Salesforce

Intercom

Job description

Your daily workout

• You will own, manage and provide end-to-end Tier 1 & 2 technical customer support.
• You will manage incoming emails and support tickets regarding customer questions and issues related to our products and will provide appropriate solutions and alternatives within reasonable time limits.
• You will troubleshoot and resolve customer technical issues and collaborate across teams when necessary.
• You will follow up with customers as needed to ensure resolution of technical issues.
• You will identify cases requiring support from external parties or escalation, either technically or strategically.
• You will be responsible for identifying and reporting product enhancement opportunities and developing value propositions based on deep customer knowledge gained through high-quality communication.
• You will document customer inquiries in the relevant IT systems with high quality and detail, ensuring consistency and business continuity.
• You will build sustainable relationships and trust with customers through problem-solving skills and open, interactive communication.

Your fitness level

• You have 1-2 years of experience in a technical support role.
• You possess excellent customer service and communication skills, with a strong follow-through, enabling you to build trustful relationships with customers and colleagues.
• You can communicate technical and non-technical information effectively depending on your audience.
• You are adaptable and thrive in a team-oriented, fast-paced environment.
• You maintain a positive attitude and are willing to take on ad-hoc tasks as needed.
• You are capable of working, interacting, brainstorming, and driving solutions in a highly remote environment using common collaboration tools.
• You have experience with CRM and technical support systems; experience with Salesforce and Intercom is a plus.
• You must be located in the US.

Your training goal for your first 6 months

The equipment we provide

• You will earn an annual salary of $47,000 to $52,000.
• You will receive a competitive benefits package including health, dental, and vision insurance, 401k with company match, monthly wellness, phone and internet stipends, 14 paid holidays per year, and PTO.
• You will receive hands-on training and become a true EGYM expert.
• You will be part of an innovative team where you will work with diverse individuals, explore new ways of thinking and problem-solving, and expand your skills. Our team is full of teachers and learners who work out loud and share their knowledge to enhance each other's growth.

Your warm-up plan

Contact Information

Apply now by uploading your documents (CV, certificates, references, salary expectations, and earliest possible start date) and specify the job ID #1655.

Contact: Adrianna Jimenez

For further information: https://egym.com/us/careers