Customer Support Specialist - Merchant Payments - Mindbody

Support | Remote (US)

JOB FAMILY SUMMARY:  Customer Support provides post-sale support to customers via written and verbal communication in numerous areas, including all Mindbody's software products, accounts receivable, payment processing, retention, and account updates. Customer Support is responsible for delivering world class support, retaining customers, and driving customer revenue growth.    JOB SUMMARY:   The Customer Support Specialist provides escalated support to Mindbody customers by utilizing multiple methods of contact, primarily via the telephone. This position is responsible for responding to corporate and/or strategic accounts that require assistance with their product-related issues. The Customer Support Specialist handles customer inquiries by gathering information, questioning through curiosity to identify the nature of the problem and troubleshooting potentially complex product-related issues.     MINIMUM QUALIFICATIONS AND REQUIREMENTS:   High School Diploma or equivalent experience   Two (2) years of related customer service or call center experience and six (6) months of Customer Support Associate experience preferred  Working knowledge of Mindbody’s software products is preferred   Demonstrated ability to handle a high call and email volume; and comfortable with all communication methods, which may include, but is not limited to; phone, email and social media  Excellent computer skills, including familiarity with using internet browsers, online chat tools, and email  Strong communication skills, both verbal and written, with the ability to communicate in a clear and understandable manner  Ability to handle escalated and complex customer issues with confidence, patience, and professionalism  Demonstrated ability to actively listen and allow others to speak without unnecessarily interrupting them. Uses curiosity to gain full understanding of customer needs  Ability to learn and acquire new industry, company, product, or technical knowledge and best practices  Ability to have a customer-service focused mindset and able to use the information and feedback obtained to suggest improvements in products and services  Ability to quickly develop rapport and relate to diverse populations; and can diffuse high-tension situations comfortably  Ability to interact with colleagues and customers in a tactful manner and recognizes the importance of building professional and positive working relationships  Strong time management skills, ability to prioritize and use time effectively and efficiently  Ability to mentor and coach Customer Support Associates  Training and Certifications:  Level 1 Customer Support Certification, or the ability to obtain within the first 90 days of hire    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 callbacks 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; and deescalate customers to Associate level support, as needed.  Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.    Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).   Follow internal Knowledge Centered 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.   Communicate all product change requests to our Quality Assurance and Development Teams as in line with current processes.    Acquire the Level 2 Customer Support Certification.    Maintain and gain knowledge.  Complete personal and department assigned goals.  All other duties as assigned.      WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:  This role regularly utilizes a computer, including the use of a monitor, mouse and keyboard.  The noise level in the work environment is usually moderately quiet.