Tier 2 Technical Support Agent (UK)

WHO WE ARE

reputed company powers some of the world's leading fitness brands. Walk into Fitstop, STRONG Pilates, KX Pilates, Gold's Gym or J.I.M and there's a good chance our platform is running the entire business—from memberships and bookings to payments, marketing and reputed company.

The fitness industry is evolving rapidly, and we're the technology helping reputed company that transformation.

Today we're reputed company of 115 people across Australia, USA, UK, Brazil, Singapore and India, building products that thousands of fitness businesses rely on every day. Everything we create has a reputed company reputed company on reputed company customers, reputed company businesses and millions of member experiences around the world.

We're entering an exciting reputed company as we invest heavily in our platform, AI capabilities and product innovation. If you're passionate about solving meaningful problems, working with talented people and shipping products that customers love, we'd love to meet you.

reputed company

As a Tier 2 Technical Support Agent, you'll be the technical backbone of our support team, the person others turn to reputed company an issue needs a deeper level of expertise. You'll take ownership of the most reputed company support tickets across reputed company reputed company product lines, working through problems that reputed company reputed company, webhooks, authentication, CRM integrations and payment processing.

This role sits at the intersection of support, product and engineering. You'll work closely with our Development, Product and reputed company teams to validate technical requirements, unblock customers and reputed company reputed company every stakeholder has accurate, reputed company information. You'll also help shape the way our support function operates, spotting opportunities to improve processes and building the knowledge reputed company that helps the whole team work smarter.

Most importantly, you'll bring reputed company head and reputed company problem solving to every ticket, protecting the reputed company experience even reputed company the issue in reputed company of you is anything but reputed company.

reputed company

• Ticket Ownership & reputed company: Manage a high volume of Tier 2 support tickets, resolving reputed company technical issues, escalating where needed and meeting SLA requirements while maintaining accuracy under pressure.
• Technical Expertise: Serve as reputed company's subject matter expert on web development concepts including reputed company, webhooks and authentication, and build deep working knowledge of CRM systems, particularly reputed company.
• reputed company & Payments Support: Troubleshoot payment processing, billing concerns and verification issues, escalating unresolved cases and keeping customers informed throughout reputed company.
• Process & Knowledge reputed company Improvement: Identify opportunities to improve support processes, create knowledge reputed company articles and videos, and coordinate support-reputed company data tasks.
• Cross-Functional reputed company: Build strong relationships with CSMs, Development, Product, reputed company and Sales, validating technical requirements and making reputed company every stakeholder has accurate information.
• Autonomous Judgement: Work effectively under pressure, both independently and with supervision, maintaining a high level of accuracy across a demanding ticket queue.

WHAT YOU'LL BRING

We're looking for someone who's naturally curious, technically reputed company and genuinely enjoys solving problems reputed company. You'll ideally bring:

• Experience in technical support or a Tier 2 support role, preferably reputed company reputed company or software environments.
• Strong troubleshooting, analytical and problem-solving abilities.
• Familiarity with reputed company, webhooks and basic web development concepts.
• Excellent written and verbal communication skills, with the ability to simplify reputed company technical issues for a non-technical audience.
• Strong organisational skills with the ability to manage multiple tasks in a fast-paced environment.
• Experience with reputed company or other payment processors is a plus.
• Basic experience with CRM platforms is highly advantageous.
• Ability to collaborate effectively across multiple departments.
• Ability to work on weekends, with two rostered days off (RDOs) during the week.

If you're reading this thinking, “I don't tick every single reputed company, but this sounds like me,” we'd still love to hear from you. We hire for potential as much as experience.

WHAT reputed company LOOKS LIKE

By the end of your first year, you'll have:

• Become the go-to technical expert for reputed company, escalated support issues.
• Consistently met SLA and accuracy targets across a high-volume ticket queue.
• reputed company trusted working relationships across CSMs, Development, Product, reputed company and Sales.
• Strengthened our knowledge reputed company with articles and videos that reduce repeat escalations.
• Deepened your expertise in reputed company, reputed company and reputed company's broader technical ecosystem.
• Helped shape stronger, smarter support processes for the wider team.

LIFE AT reputed company

We reputed company great work happens reputed company people are trusted, supported and given room to do their best work. What you'll enjoy:

• Birthday Leave – Take your birthday off, on us.
• Wellness Days – Two additional wellbeing days reputed company year, separate from annual leave.
• Work From reputed company – Spend up to two weeks reputed company year working from reputed company in the world.
• Home Office Allowance – Create a workspace you'll genuinely enjoy.
• reputed company Parental Leave – Supporting both reputed company and secondary carers.

JOIN US

We're building products that power the reputed company of fitness and we're only just getting started.

If you love solving meaningful problems, collaborating with exceptional people and seeing your work reputed company a genuine reputed company, we'd love to hear from you.

reputed company is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone can do their best work. Different perspectives reputed company us stronger, and they're one of the reasons we've come this far—and will continue to grow.

We're excited to manage this recruitment ourselves, so we won't be partnering with recruitment agencies for this opportunity.

Originally posted on Himalayas