Technical Support Specialist III (Italian Speaking)

We're revolutionizing the fitness & wellness industry, and we're looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry's most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we're partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We're not just another tech company-we're far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let's see what we can accomplish together!

Who we are

Technical 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. Technical Support is responsible for delivering world class support, retaining customers, and driving customer revenue growth.

About the right team member

The Technical Support Specialist III provides escalated support to MINDBODY customers by utilizing multiple methods of contact. This position is responsible for responding to any customer situation that the Technical Support Specialist III cannot resolve on their own, or that has been assigned to them by management. The Technical Support Specialist III handles customer inquiries by gathering information through questioning through curiosity to identify the nature of the problem and troubleshoots potentially complex product-related issues in numerous areas of the product and business. Technical Support Specialist III are expected to work autonomously; handle a number of complex situations simultaneously; work cross departmentally to resolve issues; and work each situation through to resolution. Technical Support Specialist III can also perform all duties of the Technical Support Specialist II.

About the role

• Resolve basic and complex customer inquiries related to specialty areas of the service or products by gathering information to identify and assess the nature of the problem.
• Follow up and resolve customer callbacks and open cases.
• Troubleshoot complex product-related issues.
• Provide quality service to customers and that meets our customer expectations and in accordance with the department's guidelines and procedures.
• Follow internal Knowledge Centered Support processes to accurately answer customer questions and to maintain knowledge bases.
• Assist with creating and publishing knowledge base articles, as needed.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs; assist them with gaining additional value and knowledge of the product and services.
• Document customer interactions and call related notes under the customer's profile and in applicable systems.
• Advocate and communicate opportunities for development to management with a solution orientated mindset when issues or process changes are needed to support a better customer experience.
• Communicate all product change requests to our Quality Assurance and Development Teams as in line with current processes.
• All other duties as assigned.

Skills & experience

• High School Diploma or equivalent experience
• Customer service or call center experience
• Thorough knowledge of MINDBODY's software products is preferred
• Demonstrated ability to handle a high call and email volume (inbound and outbound contacts); and comfortable with all communication methods including phone, email, and social media
• Ability to handle escalated and complex customer issues with confidence, patience, and professionalism
• Excellent computer skills, including familiarity with using, internet browsers, online chat tools, and email
• Excellent communication skills, both verbal and written, with the ability to communicate in a clear and understandable manner
• Demonstrated ability to actively listen and allow others to speak without unnecessarily interrupting them. Working knowledge of a variety of questioning techniques to gain a full understanding of the customer needs
• Demonstrated ability to learn and acquire new industry, company, product, or technical knowledge and best practices
• Demonstrated ability to have a customer-service-focused mindset and able to use information and feedback obtained to suggest improvements in products and services
• Demonstrated ability to quickly develop rapport and relate to diverse populations; and can diffuse high-tension situations comfortably
• Ability to interact with colleagues and customers tactfully and recognizes the importance of building professional and positive working relationships
• Fluent in Italian and English

The shift pattern is Tuesday - Saturday - 08:00am - 16:30pm.

#EMEA

#LI-AH1

Have we piqued your curiosity?

Sound like the role for you? We'd love to hear from you! Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

California Applicants Privacy Notice | UK/EU Applicants Privacy Notice