Technical Support Specialist

Summary

Join Mindbody + ClassPass, a leader in the fitness and wellness industry, as a Technical Support Specialist I. You will be the first point of contact for customers, providing technical support primarily via phone, email, and other channels. This role involves troubleshooting technical issues, escalating complex problems, and ensuring customer satisfaction. You will work in a high-volume contact center environment and need advanced proficiency in Italian and one year of related customer service experience. The position offers remote work (Sunday-Thursday) and the opportunity to work with a passionate and mission-led team.

Requirements

• Advanced Proficiency in Italian
• One (1) year of related customer service or call center experience
• Ability to handle a high volume of support related inquires with the ability to deliver professional customer service through both verbal and written communication
• Ability to present information in a clear and understandable manner and respond to customer questions in one-on-one and/or group settings
• Ability to actively listen and allow others to speak without unnecessarily interrupting; and provide support by questioning through curiosity to gain a full understanding of customer needs
• Familiar with internet browsers and settings, multiple phone lines and basic email functionality
• Ability to quickly learn technical products and functions with an interest in understanding software solutions
• Ability to have a customer-service focused mindset and act with the customer’s needs in mind
• Ability to quickly develop a rapport and relate to diverse populations; and can diffuse high-tension situations comfortably
• Ability to interact with colleagues and customers in a tactful and professional manner
• Ability to multi-task and use time effectively and efficiently; and concentrate efforts on the more important priorities with frequent interruptions or distractions
• RTW in the UK

Responsibilities

• Intake of technical product support to customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums
• Follow up and resolve customer callbacks and open cases for product support
• Resolve customer issues, questions and problems related to services or products by gathering information by questioning through curiosity and identifying the best resolution or appropriate next steps
• Troubleshoot basic product-related issues and update account information as necessary
• Appropriately escalate complex issues to higher-level support tiers and/or management
• Provide quality service to customers that meets our customer expectations and in accordance with the department’s guidelines and policies
• Take the appropriate level of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s)
• Follow internal Knowledge Centered Support processes to accurately answer customer questions and to maintain knowledge bases
• Provide education to customers on product features or additional services to meet their needs
• Document customer interactions and call related notes under the customer’s profile and in applicable systems
• Acquire the Level 1 Technical Support Certification
• All other duties as assigned

Benefits

Remote work (Sunday-Thursday)