Hapana Looking for Technical Support Representative at Noida, Uttar Pradesh Full Time

OneFitStop empowers premier fitness facilities to build efficient and powerful business operations through superior technology and remarkable experiences.

The OneFitStop FitStack Solution is a turnkey solution for fitness facilities powering boutique and big-box (gym) operations globally. The OneFitStop technology services the day-to-day operations of a fitness business: Membership Management, Access Control, Class Scheduling, Member Mobile and Web Experiences, Point of Sale, Corporate Reporting, and more.

The candidate will have the opportunity to engage with our Australian, US, and UK clients as their support specialist for everything we offer. This means you will be the specialists in all our products and specialists in handling our more complex customer requests, from product walkthroughs and software solutions via multiple channels including email, phone and live chat. You will not only give advice and provide solutions but build loyalty, advocacy, and their lifetime value to OneFitStop.

The role

As a Customer Support Representative, you will:

• Be the front line to assist our growing customer base around software support requests.
• Act as a focal point on managing email, phone, and chat support and escalating urgent requests to the right team.
• Ensuring our clients are provided an excellent experience through all forms of communication and owning any issues reported till resolution.
• Utilise 50% of your QA skills and 50% of your Customer Service skills to help you achieve required outcomes.

Responsibilities

• Manage medium to large amounts of emails, tickets, chat, and inbound calls, from clients.
• Achieving first contact resolution where possible, to effectively reduce escalation to support teams.
• Provide accurate, valid, and complete information about the ticket raised by the customer in ZenDesk before and after escalating the ticket to another resolver group.
• Develop and maintain a productive relationship and interaction with all clients while providing personalized, and consultative education and information.
• Maintaining a positive, empathetic, and professional attitude toward clients at all times.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
• Go the extra mile to engage and deliver the best customer service to all of our clients.
• Identify clients’ needs to achieve satisfaction and improve customer experience.
• Assist in training peers on improving customer support service and product knowledge.

Requirements

• Possess at least a Diploma level of qualification of any field; preferably QA testing or Information Technology – Desirable
• At least 5yrs prior experience in a QA testing, development data interpretation, and/or Customer Support facing role.
• Experience using content management software – Desirable
• Fitness CRM software experience – Desirable
• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
• Strong interpersonal, verbal & written communication skills – You must be able to convey business and technical jargon to a wide audience from personal trainers to small businesses.
• A strong sense of urgency.
• Analytical, well organized, and able to multi-task with strong prioritization skills, problem-solving capabilities, and manage time effectively.
• Educate and empower clients by guiding them on how best to use our software.
• Own the customer experience and work to exceed their expectations. We want to treat our clients as if you would treat a guest in your own home.
• Ability to stay calm when clients are stressed or upset.
• Proactively look for solutions to problems and propose improvements if something could work better.
• A quicker learner and have the desire and passion to learn, master, and teach.
• Flexible with working hours including some weekends.
• Good time management and a team player.
• Experience working effectively with diverse groups.