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: Customer satisfaction ratings, including CSAT and NPSAverage time to resolve customer issuesAverage number of issues resolved Role Requirements: 3+ years of experience in a technical support or similar roleHigh school diploma or equivalent; bachelor's degree preferredA heart for customers, empathy and a go-getter attitude to help them resolve their issuesProficiency in English with excellent verbal and written communication skillsBasic grammar skills and average typing 40 - 60 WPMStrong problem-solving and conflict resolution skillsProficient in using customer service software and databasesPassion for designing and enhancing systems and organizingProficiency in managing and interpreting dataA stable, high-speed internet connection with a reliable backupAbility and availability to work during US working hours - Eastern TimeAbility to multitask and prioritize tasks effectivelyAbility to collaborate with other team members and departmentsAttention to detail and strong organizational skillsA positive demeanor - we work hard, but need to have funComfort 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 energyThe ability to make a difference from day oneThe power to make a positive difference in fitness, children's education, and other membership-based industries doing admirable workA 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.