Customer Support Associate - Mindbody

Support | Sheffield (UK)

Who we are  Mindbody emerged from the simple idea that small business owners deserve the time to focus on what matters most: their customers. Our software has transformed that vision into the world's leading wellness services marketplace, linking hundreds of thousands of passionate health, wellness and beauty professionals to the millions of clients they serve. At Mindbody, work-life balance takes on a new meaning for us. When your life goals & values align with the work you do every day, balance is second nature. We help inspired business owners seamlessly succeed & individuals all over the globe lead healthier, happier lives with our technology. About the role  The Customer Support Associate provides the first level contact support to Mindbody customers by utilizing multiple methods of contact, primarily over the phone. The Customer Support Associate handles customer inquiries by gathering information, primarily over the phone, by questioning through curiosity to identify the nature of the problem and troubleshoot foundational technical product-related issues. You will be part of a vibrant and collaborative team, continuously gaining knowledge about our exciting products, and will work in a dynamic, fast-paced environment. Benefits
  • Competitive Salary
  • Private healthcare insurance after 6 months
  • Life insurance
  • Critical illness insurance
  • Paid Wellness Resources
  • Flexible time off policy
  • Extra paid Wellness Days
  • Global mobility policy
  • Free sight tests
  • Enhanced parental leave/pay policy
  • Enhanced employer pension contribution
  • Enhanced sick leave/pay policy

Hours Shifts are Monday - Friday (40 hours per week), ranging from 2.30pm - 1.30am UK Time, in a fixed pattern. No changing days/hours. Qualifications and requirements

  • One (1) year of related customer service or call centre experience
  • Ability to deliver professional customer service through both verbal and written communication
  • Ability to present information in a clear and understandable manner and respond to customer questions in one-on-one and/or group settings 
  • Ability to actively listen and allow others to speak without unnecessarily interrupting; and provide support by questioning through curiosity to gain a full understanding of customer needs 
  • Familiar with internet browsers and settings, multiple phone lines and basic email functionality
  • Ability to quickly learn technical products and functions with an interest in understanding software solutions• Ability to have a customer-service focused mindset and act with the customer’s needs in mind
  • Ability to quickly develop a rapport and relate to diverse populations; and can diffuse high-tension situations comfortably
  • Ability to interact with colleagues and customers in a tactful and professional manner
  • Ability to multi-task and use time effectively and efficiently; and concentrate efforts on the more important priorities with frequent interruptions or distractions

Principal duties and responsibilities

  • Intake of technical product support to customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums. 
  • Follow up and resolve customer call-backs and open cases for product support.  
  • Resolve customer inquiries related to services or the software.
  • Troubleshoot complex product-related issues.  
  • Escalate more complex issues as needed to higher-level support teams and/or management;
  • Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.  
  • Follow internal Knowledge Centre Support processes to accurately answer customer questions and to maintain knowledge bases. 
  • Use advanced product knowledge to educate customers on product features or additional services to meet their needs. 
  • Document customer interactions and call related notes under the customer’s profile and in the applicable systems. 
  • All other duties as assigned.