Note: The job is a remote job and is open to candidates in USA. Xplor Technologies, through its ClubReady division, is a leader in providing club management software for the fitness industry. The Customer Support Specialist will provide first-level support to customers via phone, live chat, and support tickets, ensuring a positive customer experience and addressing their needs effectively.
Responsibilities
- Provide outstanding customer support for a suite of software products through all support channels (tickets, chat, phone/Zoom) and ongoing management of tickets
- Identify and resolve customer issues, using various troubleshooting methods and resources
- Communicate effectively with customers, both verbally and in writing, to address their concerns and provide solutions
- Ensure a positive customer experience by providing timely and accurate support and addressing their needs and effectively communicating ticket status and resolution
- Maintain accurate records of customer interactions, issues, and resolutions
- Take ownership of customer issues and provide resolution or know when and how to escalate issues to appropriate teams
- Create documentation and knowledge base articles to improve service delivery
- Act as liaison between clients and management to enhance overall customer experience
- Meet live chat, response time, and customer satisfaction performance targets
Skills
- Sound judgment and excellent problem-solving skills with the ability to work with customers that are both technical and non-technical
- Must be personable and enjoy working in a customer-facing role, possessing the ability to build relationships with customers
- Superb written and verbal communication skills and an ability to empathize with customers
- Strong interpersonal skills to communicate effectively with any customer regardless of title and to work collaboratively with different teams
- Ability to work well under pressure
- Detail oriented
- Flexibility to work irregular hours, when required
- Excellent multitasking and problem-solving skills
- Team player driven by success, and a willingness to demonstrate leadership
- College degree preferred and/or up to a year of equivalent relevant experience
- Fitness studio experience with ClubReady is a plus
- Prior customer service experience in a SaaS (software-as-a-service) environment preferred but not required
Company Overview