Customer Support Specialist
New
J
JobgetherFitness and Wellness
Must be located in one of the eligible states: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Massachusetts, Minnesota, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin., 6:00 AM and 9:00 PM Central TimeFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- Up to one year of equivalent relevant experience
- Required Skills
- SaaSCritical thinkingTroubleshootingTechnical supportCustomer support
Requirements
- College degree preferred, or up to one year of equivalent relevant experience.
- Strong troubleshooting, judgment, critical-thinking, and problem-solving abilities.
- Excellent written and verbal communication skills, with the ability to demonstrate empathy and professionalism.
- Strong interpersonal skills and the ability to build productive relationships.
- Comfort supporting both technical and non-technical users and explaining solutions clearly.
- Ability to manage multiple customer requests simultaneously while maintaining accuracy and attention to detail.
- Ability to remain calm and effective under pressure in a fast-paced customer-facing environment.
- Strong teamwork, accountability, and willingness to contribute beyond assigned tasks.
- Flexibility to work irregular hours when required and availability for any assigned weekday shift between 6:00 AM and 9:00 PM Central Time.
- Must be located in one of the eligible states: AZ, CO, CT, FL, GA, ID, IL, IA, KS, KY, MA, MN, MO, NV, NH, NC, OH, OR, PA, RI, SC, TN, TX, UT, VA, WA, or WI.
Responsibilities
- Provide high-quality first-level customer support across tickets, live chat, phone, and Zoom for a suite of software products.
- Diagnose and resolve customer issues using troubleshooting techniques, internal resources, and available documentation.
- Communicate clearly and empathetically with both technical and non-technical customers, adapting explanations to their level of understanding.
- Take ownership of customer issues through resolution, while recognizing when and how to escalate more complex matters to the appropriate internal teams.
- Keep customers informed about ticket status, next steps, and resolutions while maintaining timely and accurate service.
- Maintain detailed records of customer interactions, reported issues, troubleshooting steps, and resolutions.
- Create and update knowledge base articles and documentation to improve future service delivery and customer self-service.
- Serve as a liaison between customers, management, and internal teams to help improve the overall customer experience.
- Consistently work toward established live chat, response-time, and customer satisfaction targets.
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