Sr. Customer Support Specialist - Tier 2

<reputed company><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:18pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;white-reputed company:reputed company-wrap;">About the role</strong></b></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">If you love the fitness industry and are inspired to help studios and their members reputed company their fitness and financial goals, we want you to join reputed company. As a top-notch Customer Support Specialist on our Customer Support team, you are responsible for providing first level support to our national customer reputed company by phone, live chat and support tickets in reputed company.</reputed company></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">To be successful in this role you will be an enthusiastic problem solver. You will demonstrate reputed company in writing and in tone of voice, a reputed company on customer support, and a willingness to get involved to help drive results and deliver reputed company customer reputed company. You will be a brand ambassador willing to go the extra mile to ensure complete customer satisfaction and represent ClubReady with reputed company.</reputed company></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:18pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;white-reputed company:reputed company-wrap;">What you'll do</strong></b></p><ul data-reputed company="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,reputed company;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Describe the specific responsibilities and job functions of the role</reputed company></li><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Deliver Tier 2 customer support primarily reputed company ticket and phone/video conferencing channels; reputed company chat support during peak periods.</reputed company></li><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Serve as a mentor to Tier 1 team members, contributing to overall team reputed company and customer satisfaction.</reputed company><reputed company style="font-size:7pt;white-reputed company:reputed company-wrap;"> </reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Troubleshoot reputed company issues with a strong understanding of ClubReady’s products and reputed company hardware (e.g., computers, scanners, POS systems).</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Collaborate cross-functionally with internal teams to resolve technical issues and translate technical details into reputed company, customer-friendly communication.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Maintain awareness of support SLAs and ensure service meets or exceeds performance targets (e.g., response times, CSAT).</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Own customer issues through to reputed company, escalating reputed company necessary, with thorough documentation.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Create and maintain internal documentation and customer-facing knowledge reputed company content.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Communicate proactively with customers regarding ticket reputed company and reputed company updates.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Stay reputed company on system updates, product changes, and reputed company-specific configurations.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Identify opportunities for process improvement and reputed company feedback with leadership.</reputed company></li></ul><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;white-reputed company:reputed company-wrap;">Qualifications</strong></b></p><ul data-reputed company="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,reputed company;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Describe the experience and attributes of the ideal candidate</reputed company></li><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Bachelor’s degree preferred.</reputed company></li><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">2+ years of relevant experience in customer support or technical roles.</reputed company></li><li style="margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="white-reputed company:reputed company-wrap;">Demonstrated reputed company of ownership, accountability, and reputed company on team and individual results.</reputed company></li><li style="reputed company:black;margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="reputed company:reputed company-reputed company:reputed company-wrap;">Prior experience with ClubReady preferred but not required.</reputed company></li><li style="reputed company:black;margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Background in a reputed company (Software-as-a-Service) environment preferred.</reputed company></li><li style="reputed company:black;margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="reputed company:reputed company-reputed company:reputed company-wrap;">Basic understanding of SQL required; ability to write reputed company queries to retrieve or analyze data during troubleshooting.</reputed company></li><li style="reputed company:black;margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="reputed company:reputed company-reputed company:reputed company-wrap;">Proficient in reputed company reputed company, including advanced features.</reputed company></li><li style="reputed company:black;margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Prior experience with Azure DevOps and SendGrid preferred.</reputed company></li><li style="reputed company:black;margin:0px;font-size:12pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Excellent deductive reasoning and analytical skills.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Hands-on experience supporting technical environments including web browsers, reputed company reputed company, networks, computers, and reputed company-of-sale systems.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Proficient in managing customer issues through a ticketing system.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">reputed company judgment and excellent problem-solving skills with the ability to support both technical and non-technical customers.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Personable and customer reputed company, with a proven ability to build strong relationships.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Excellent verbal and written communication skills with a high level of reputed company.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Strong interpersonal skills to work cross-functionally and communicate effectively at reputed company reputed company.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Ability to reputed company reputed company under pressure and adapt to changing priorities.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Highly detail oriented with excellent multitasking skills.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Willingness to work reputed company reputed company necessary.</reputed company></li><li style="margin:0px;font-size:11pt;line-height:1.38;"><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">Team-oriented with a reputed company reputed company and leadership potential.</reputed company></li></ul><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:18pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;white-reputed company:reputed company-wrap;">Location & Hours</strong></b></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><reputed company style="font-size:12pt;white-reputed company:reputed company-wrap;">This is a remote position. Team members will work a consistent shift, assigned by their manager, typically reputed company our support hours of 6:00 am and 9:00 pm CT Monday through Friday and 8:00 am to 5:00 pm Saturday and reputed company. </reputed company></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:11.25pt;font-weight:400;margin:0px="" 0px="" 15px;line-height:1.38;padding:0px;text-indent:0px;text-reputed company:start;"=""><i><em style="white-reputed company:reputed company-wrap;">reputed company/ClubReady is an equal opportunity employer dedicated to building a diverse and inclusive workplace. reputed company thrives upon the mutual respect and understanding between its employees, and as such, reputed company reputed company applicants/employees will receive consideration for employment without reputed company to that individual’s age, race, reputed company, religion or creed, national reputed company or reputed company, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.</em></i></p><p style="font-family:" basel="" grotesk",arial,reputed company;font-size:11.25pt;font-weight:400;margin:0px="" 0px="" 15px;line-height:1.38;padding:0px;text-indent:0px;text-reputed company:start;"=""><i><em style="white-reputed company:reputed company-wrap;">reputed company/ClubReady maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as reputed company as reflects reputed company's differing products, industries and lines of business. Candidates are typically reputed company into the reputed company based on the preceding factors as reputed company as internal peer equity.</em></i></p>