Customer Support Specialist - Bilingual English/Spanish (Zingfit-Remote)
Company: Xplor
Location: Chicago
Posted on: May 16, 2022
|
|
Job Description:
Company Description At Xplor, we help businesses thrive by
making life simple for daily activities with a recurring nature. We
do that by offering smart software, payments, and commerce-enabling
solutions across five ---everyday life--- verticals: Education,
Health and Fitness, Boutique Wellness, Field Services and Personal
Services. You---ll join our Boutique Wellness team where we work
with all types of fitness professionals. Personal training. Yoga.
Bootcamp. Barre. Fitness - you name it. We offer the services they
need, so that they can focus on what really matters - helping their
members and clients succeed. Job Description The Customer Support
Specialist provides support to Xplor customers who are using one or
more of our software and payments products. This position works in
a contact center environment and is responsible for answering
customer inquiries though email, chat and phone. You---ll join a
team that delivers a best-in-class, customer-centric support
experience. The customer support specialist plays a key role in
developing this ethos through driving customer satisfaction and
quick resolution times. Location: Remote US in one of the following
States: AZ, CA, CO, DC, FL, GA, IL, IN, MA, MD, MI, NC, NE, NJ, NV,
NY, OH, OR, PA, SC, TN, TX, UT and VA. Must be fluent in both
English and Spanish both verbal and written, and be able to support
customers in either language. Responsibilities Include Receive
inbound questions from customers about their software product and
service through a support ticketing system. Document all customer
interactions in applicable systems according to current policies.
Respond to customers by gathering information and providing the
best solution or appropriate next steps. Provide education to
customers on best practices to get the most value from software
features or additional services. Escalate complex issues to
higher-level support tiers and/or management following current
policies. Provide best-in-class service quality to meet customer
expectations in line with department guidelines and policies. Meet
or exceed personal KPI targets for performance metrics, such as
number of tickets handled and customer satisfaction, according to
current policies. Follow internal Knowledge Centered Support
processes to reuse documented solutions and contribute to
knowledgebase content. Be an internal advocate for our customers
and represent the Voice of the Customer to internal stakeholders.
Other duties as assigned. Qualifications Experience/Education: 3
years of related experience in a customer service role BA or BS, or
equivalent experience Experience working in a startup or SaaS
company Work Skills/Personal Characteristics Communication ---
Ability to present complex information in a clear and
understandable manner, and adapt terminology and level of detail
based on your audience. Empathy --- Ability to understand and feel
what our customers are experiencing, and see the situation from
their point of view. Positivity --- Ability to focus on the
solution and steer the interaction toward a positive outcome with
use of positive language. Resilience --- Ability to quickly recover
from a difficult customer interaction, and not let it impact the
next customer you work with. Grit --- Possess a passion and
perseverance to resolve issues where there is not a documented or
obvious solution. Emotional Intelligence --- Ability to understand,
interpret and respond to the emotions of our customers. Curiosity
--- An internal drive to understand how things work and quickly
learn complex software products. Patience --- Ability to stay calm
under pressure when working with upset customers. Passion ---
Interest in the boutique fitness industry and/or supporting
entrepreneurial business owners. Travel Requirements: None
Additional Information All your information will be kept
confidential according to EEO guidelines. Sheryl Sandberg once
said, ---If you're offered a seat on a rocket ship, don't ask what
seat Just get on.--- We couldn't agree more. So, are you ready to
get on board? To learn more about us and our products , please
visit www.xplortechnologies.com/us/careers. Xplor is proud to be an
Equal Employment Opportunity employer. We're dedicated to
attracting, retaining and developing our people regardless of
gender identity, ethnicity, sexual orientation, disability, veteran
status and age. Applications are encouraged from all sectors of the
community. All Information will be kept confidential according to
EEO guidelines. We promote flexible working wherever we can, so
whether you prefer to be fully remote or in an office, the choice
can be yours. We---re committed to replying to each application and
look forward to getting in touch with you soon.
Keywords: Xplor, Chicago , Customer Support Specialist - Bilingual English/Spanish (Zingfit-Remote), Other , Chicago, Illinois
Click
here to apply!
|