Technical Support Agent - Arizona - Remote

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timePosted 8 days ago location United States salarySalary undisclosed
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Job Description

The Opportunity We are seeking proactive and enthusiastic individuals for our Operations Department as we are growing this team rapidly. We are seeking individuals who want to be part of building our West Coast operations from the ground up. It is an ideal job for someone who loves dealing with people and keeping busy with lots of varied and exciting tasks. It is a role where you will be offered as much responsibility as you are able or willing to handle. About Phorest Phorest powers almost 7,000 salons and has been growing at more than 40% annually for 5 years in a row. The company's mission is to help 1 million salon owners to get their clients back more often, spending more, and generating more referrals. Our system touches every point of the salon experience. We have the salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. In a typical month, Phorest processes over 500,000 online bookings and handles over 5.5 million appointments monthly. Customer Success is critical within the company to ensure customer satisfaction and retention, driving growth, and helping clients extract maximum value from our products. Expected Outcomes The Customer Support Representative will be expected to: Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. Responding to calls from clients having issues with the software, hardware, and peripheral devices. You will be expected to be a product expert and understand your customers' needs in-depth. Provide product feedback and escalation of critical service issues in a timely manner. Month 1: Complete induction Become familiar with the organization and the functions/departments Begin to work in the role with help from managers and colleagues. Month 2-3: Start building on the foundational basics learned in month 1 alongside your teammates Set weekly goals with your manager to aid your early development within the role and to ensure you are building towards a target of 25+ tickets per day Begin biweekly 1:1's with your manager Month 3-6: Partake in your 3-month review, this will also be an opportunity for you to contribute to your development plan for the next 3 months leading up to your probation review (6-month review) Months 4 through 6 will be based on the outcomes of your 3-month review Continue your biweekly 1:1's with your manager Month 6-12: Partake in your 6-month review, the outcomes of which will impact the preceding months. Building towards a target of 30+ calls per day. The Specifics: Answer all incoming Customer Support calls(approx 25+ per day) Resolving problems by phone, email support, or remote connection Issue reporting, logging, and troubleshooting Collaborate with Dev Engineers where appropriate General Admin duties Must Have: Exceptional problem-solving skills Strong written and verbal communication skills Excellent teamwork skills Be thorough, detail-oriented, and self-motivated Work independently, as well as collaboratively Nice to Have: Cloud POS Software & Salon Management Software Knowledge of Zendesk Experience within the Hair & Beauty industry 2+ Years of relevant experience Benefits Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD, Short Term Disability, an EAP and wellness perks. Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including unlimited access to LinkedIn learning. We like to have fun, build comradery through regular social events. Phorest also has an Employee Resource Group, you will have the opportunity to join or champion a club, society or group. Phorest is an equal opportunities employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Get in touch to ask for more information or to chat about your future with Phorest! Apply for This Job