Technical Customer Support Specialist

MyStudio is a SaaS (software-as-a-service) suite of products that gives fitness, martial arts, and other membership-based business owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time. We currently partner with over 2,000 fitness and children's education studios across the world. Learn more about us here: www.mystudio.io. Are you passionate about delivering exceptional customer experiences? Do you thrive on solving challenges and ensuring customer satisfaction? Join our dynamic team as a Technical Customer Support Specialist and be the front line of our commitment to excellence. As a key player in our customer support team, you'll have the opportunity to engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise. If you're ready to be a pivotal part of a company that values outstanding service, teamwork, and growth, we invite you to apply today. This is a remote position to work from the Philippines.

Key Responsibilities

• Receive, prioritize, and manage customer support inquiries via multiple channels such as chat, phone and email.
• Ensure accurate documentation of customer interactions and resolutions.
• Understand the product and client well so that you can provide accurate, timely, and friendly responses to clients contacting us.
• Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
• Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
• Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
• Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
• Evaluate our current customer support system and work with your team to strategically improve the process to better serve our customers.
• Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
• Provide input on improving documentation and support processes.
• Gather customer feedback and insights to identify areas for improvement in our products and services.
• Collaborate with cross-functional teams to implement improvements based on customer input.

Effectiveness in this role will be measured by key performance indicators such as

1. Customer satisfaction ratings, including CSAT and NPS
2. Average time to resolve customer issues
3. Average number of issues resolved

Role Requirements

• 3+ years of experience in a technical support or similar role
• High school diploma or equivalent; bachelor's degree preferred
• A heart for customers, empathy and a go-getter attitude to help them resolve their issues
• Proficiency in English with excellent verbal and written communication skills
• Basic grammar skills and average typing 40 - 60 WPM
• Strong problem-solving and conflict resolution skills
• Proficient in using customer service software and databases
• Passion for designing and enhancing systems and organizing
• Proficiency in managing and interpreting data
• A stable, high-speed internet connection with a reliable backup
• Ability and availability to work during US working hours - Eastern Time
• Ability to multitask and prioritize tasks effectively
• Ability to collaborate with other team members and departments
• Attention to detail and strong organizational skills
• A positive demeanor - we work hard, but need to have fun
• Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?

Why Work For MyStudio?

• The chance to get in on the “ground floor” of a tech company with startup energy
• The ability to make a difference from day one
• The power to make a positive difference in fitness, children's education, and other membership-based industries doing admirable work
• A competitive salary

Compensation: $500 - 550 per month

Working hours

• 40 hour work week with a shift between 8 am and 8 pm EST (alternating across team members)
• Must be able to work Saturdays 9 am - 5 pm EST (will rotate)

The total working hours would be 45 hours per week: 40 working hours and 5 hours of unpaid lunch breaks. We will be using Hubstaff to track time and activity.