Customer Support Specialist

**Who We Are**:
Mindbody is the global leader in creating SaaS business management software for the beauty, wellness, and fitness industry. Our software has transformed that vision into the world's leading wellness and beauty services marketplace, linking hundreds of thousands of passionate health, wellness, and beauty professionals to the millions of clients they serve. As a marketing professional, you'll have a great advantage in presenting software solutions from a company that is already acknowledged as the BEST in its industry.

**What does Customer Support do at MINDBODY?**

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.

**Principle Duties and Responsibilities**:

- 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.
- 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 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.

**What are the core skills you will need to succeed?**
- Familiarity using a ticketing/CRM system, Service Cloud would be advantageous
- Effective troubleshooting and problem resolution skills with the ability to use active listening and questioning techniques to gain an understanding of customer needs
- Proven organizational and time management skills; concentrating efforts to priorities effective and efficient use of time
- Interact with colleagues and customers in a tactful and professional manner recognizing the importance of building professional stakeholder relationships
- Ability to quickly develop rapport and relate to diverse populations; cam diffuse high-tension situations comfortably
- Use critical thinking skills to handle complex customer issues with confidence, patience, and poise to deliver a world class customer experience
- Customer service focused mindset, acting with customer needs in mind using information to suggest improvements in products and services
- Ability to hit the ground running and learn quickly
- Team player, great work ethic and ability to work in a dynamic, fast-moving environment
- Strong, concise, and high impacting verbal and written communication skills
- Ability to mentor and coach peers
- Understanding of API functions and integrations

**Customer Support specific skills**
- 4+ years’ experience in B2B Customer Service or Call Centre environment
- Knowledge of IN Contact would be highly regarded
- Experience writing knowledge documents in response to customer enquiries

**What’s in it for you**:

- Work remotely or come into the Sydney CBD
- Wellness Days
- A company culture that’s committed to the spirit of “Woo Hoo”, audaciously achieving whilst remembering to have fun no matter how stressful the moment may be.
- Great team in a booming company who are at the forefront of the industry
- Paid Wellness resources, including a flexible monthly stipend
- Premium subscription to a mindfulness app
- Insurance Benefits
- Private Corporate Healthcare
- Paid Covid leave