Remote Technical Support Specialist Job in UK Mindbody

Who you are

• One (1) year of related customer service or call center experience
• Ability to handle a high volume of support-related inquiries 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
• Fluent in German and English
• RTW in the UK

What the job involves

• 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 issues
• 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.