Customer Support Specialist

Summary

Join Togetherwork as a Customer Support Specialist and become the first point of contact for customers, providing friendly and efficient support via email, phone, and virtual sessions. This role is ideal for tech-savvy individuals who enjoy problem-solving and thrive in a customer-focused environment. You will utilize your knowledge of Rock Gym Pro software to assist climbing facility owners, managers, and staff in navigating the system, configuring setups, and troubleshooting issues. Beyond troubleshooting, you will also play an instructional role, guiding customers through best practices, simplifying technical processes, and ensuring they get the most value from the software. This position offers a great opportunity for individuals who enjoy problem-solving, working with customers, and diving deep into software. You will be part of a team that helps gyms and climbing facilities run smoothly by providing expert guidance and troubleshooting.

Requirements

• Deep Knowledge of Rock Gym Pro (Strongly Preferred) Extensive hands-on experience with Rock Gym Pro
• Ability to configure and create new setups from scratch, such as setting up online calendar offerings, membership billing structures, and system settings
• Strong troubleshooting ability to identify and resolve software issues efficiently
• Training and Instructional Experience Comfortable providing one-on-one and group training via phone, email, and virtual sessions
• Ability to simplify complex technical concepts and explain them in a way that non-technical users can easily understand
• Strong Communication Skills with a Customer-Centric Approach Excellent verbal and written communication skills
• Ability to de-escalate conversations and handle frustrated customers with professionalism and empathy
• Clear and concise in both technical explanations and customer-facing responses
• A Learner at Heart Open-minded and excited to learn new processes and technologies
• Curious and proactive in seeking solutions and improving workflows
• Thrives in an environment that requires continuous learning and adaptability

Responsibilities

• Provide technical support to customers via email, phone, and virtual sessions
• Troubleshoot software-related issues, guiding customers through solutions in a clear and patient manner
• Help customers navigate and configure RGP, including setting up new calendar offerings, membership structures, and other system configurations
• Deliver training and guidance to customers through phone calls, written instructions, and virtual training sessions
• Translate technical concepts into easy-to-understand explanations for non-technical users
• Document customer interactions and contribute to internal knowledge bases
• De-escalate customer frustrations and provide a solutions-oriented, customer-first experience
• Collaborate with other support team members to improve processes and customer experience

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 9 company paid holidays
• 6 weeks paid parental leave