Technical Support Specialist Mindbody
The Technical Support Specialist position includes all levels of certifications. The Technical Support Specialist position provides technical assistance and training to clients by performing the following duties.
Essential Duties and Responsibilities: Other duties may be assigned as required.
Provide quality service to clients as required to meet client expectations and needs and as communicated by the company.
Adhere to schedule as defined in Pipkins. All schedule changes must be requested as in line with current shift change policies.
Use appropriate status codes through your InContact login to update your status accurately and appropriately.
Follow internal Knowledge Centered Support processes to accurately answer client questions and to maintain knowledge bases.
Resolve client problems related to services or the software product via: phone, chat, email, and web forums.
Whenever possible, resolve issues on the first contact. If issues cannot be resolved on the first contact, ensure that follow through is completed according an agreed upon day and time.
Educate clients on product features or additional services to meet their needs.
Communicate all bugs to our Quality Assurance and Development Teams as in line with current processes.
Document client interactions under the client profile as in line with current processes.
Technical Support certifications include: Written Communications, Exchange, Prius, Pipeliner, Merchant Account Processing, and other skills based groups. These certifications include but are not limited to the following duties;
Answering skill based questions via: phone, chat, email, and web forums.
Answering client escalations via: phone, chat, email, and web forums.
Assist technical support specialist peers by:
Helping with Knowledge Base tools to find answers.
Performing Demo calls for new hires
Documentation of advance processes for peer mentoring/training.
The ideal candidate will also possess the following skills:
Able to write clearly and effectively to both clients and co-workers.
Picks up on technical things quickly; is good at learning new industry, company, product, or technical knowledge; continually looks to improve his/her knowledge of the product and service.
Enjoys working hard; is action oriented.
Relates well to all kinds of people; can diffuse even high-tension situations comfortably.
Able to learn quickly when facing new problems; will experiment to find solutions or sources to problems; enjoys challenges of unfamiliar tasks.
Uses active listening skills; has patience to hear people out.
Uses time effectively and efficiently; concentrates efforts on the more important priorities.
Acts with clients in mind; Uses customer information to suggest improvements in products and services.
To give each individual the necessary skills to accomplish this job successfully, MINDBODY will provide training on MINDBODY Software, Call Center and Customer Service best practices. Each individual will be tested on and must pass requirements for each of the above duties at a satisfactory level. In addition to training and testing, each individual must meet the following requirements prior to employment in Technical Support.
Education and/or Experience:
High School Degree.
3-6 months of related customer service experience; or equivalent combination of education and experience.
Ability to read, and analyze customer questions.
Ability to clearly write procedures in response to customer questions.
Ability to effectively present information (oral and written) and respond to customer questions in one-on-one and group settings.
Knowledge of database and internet based software.
Familiar with internet browsers and settings.
Familiar and skilled with online chat tools, and email.
Familiar with basic printer hardware installation and settings.
Typing: 40-60 WPM.
||San Luis Obispo, CA |