Customer Support Specialist

2020-11-12 remotive.io
Australia Only
Glofox
Who we are
Glofox is on a mission to revolutionize the fitness industry. We are growing in size every year, and along with our ever-growing client base that spans 60 distinct countries, our team is dedicated to powering the fitness industry.
We're a hard-working, fun-loving, get-things-done type of team that are building a platform that saves time, increases retention and ultimately, helps studio and gym owners build successful businesses.
At Glofox, we love entrepreneurs because we are entrepreneurs. We know how much determination it takes to start your own business and grow it into something that lasts. We roll our sleeves up, we act fast, and we learn together. We're looking for people that will do the same.
As a Customer Support Agent at Glofox, you will be accountable for supporting our diverse customer base predominantly by email, live chat and phone using our support tool Zendesk. You will be responsible for owning customer support issues all the way from initial contact right through until resolution.
The successful candidate will be an ambitious, customer focused person, who is looking to kickstart a successful career in customer service by operating at a global level.

Your responsibilities will include:

Provide excellent, easy-to-understand support via our various support channels
Identify potential technical issues and report same to our product team
Communicate resolution of issues clearly and effectively to clients
Contribute to our knowledge base and take your own initiative in respect of articles and saved replies
Build positive working relationships with our diverse customer base
Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them
Demonstrate product capability and functionality
Work with our customers and our product management team to identify new features that will make our product more valuable to our customers
Maintain customer and update details in our CRM


Requirements

Ideally degree level education or equivalent relevant experience.
1-2 years’ experience in customer support roles at a software company would be highly advantageous but not essential
Excellent customer relationship skills
Strong levels of empathy and ability to really understand the customer’s pain
Team player, great work ethic and ability to work in a high-paced challenging environment


Benefits

The opportunity to feel true purpose in your efforts by powering fitness entrepreneurs, making them successful and enabling them to improve the health of people on a global stage
Competitive compensation with share options
We embrace flexible, remote work and have a distributed team across multiple countries