Job description
Company : ABC Fitness Solutions
We're committed to bringing passion and customer focus to the business.
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description
We are seeking a talented individual to join our team as a Technical Support Online Representative. This position is directly responsible for handling technical interactions from club owners and or club personnel regarding hardware and software issues.
WHAT YOU’LL DO:
- Listen to, trouble shoot, and document problems reported by club personnel
- Resolve all technical issues related to club software and hardware
- Create incident tickets for tracking of client’s computer/software and hardware issues
- Responsible for taking inbound calls, chats and emails directed from the queue
- Responsible for reviewing reported issues and answering client questions
- Maintain individual standards:
- Meet minimum QA scores
- Minimum schedule adherence of 92%
- Maintain a talk time average of 15 minutes or less
- Maintain a superior phone voice while handling all situations
- Ability to follow escalation protocols when escalating issues to other teams (HD2, TPM, Offline, etc)
- Perform other duties as assigned by manager or management
- Regular and reliable attendance required
WHAT YOU’LL NEED:
- Linear troubleshooting skills
- Superior phone voice
- Able to relate to both technical and non-technical users
- Self-motivated
- Ability to deal directly with clients
- Must have a working knowledge of all windows operating systems
- Experience installing/upgrading/configuring/troubleshooting new technology, such as hardware peripherals, operative systems, and programs or applications.
- Ability to test and evaluate hardware peripherals, operative systems, and programs or applications.
- Familiar with remote technician tools such as LogMeIn Rescue, Kaseya, TeamViewer, ect.
- Must be able to multi-task
- Ability to problem solve using deductive reasoning skills in a timely manner
- Basic skills including but not limited to addition, multiplication and division of whole numbers, decimals and fractions
- Flexibility and adaptability to frequent change
- HS School Diploma or equivalent
- 2+ years experience in a technical support call center or equivalent (preferred)
- Work-from-home experience beneficial
But wait, there’s more…
WHAT’S IN IT FOR YOU:
- High growth, highly collaborative, exciting environment
- Purpose led company with a Values focused culture
- Remote First
- Well established market leader with a start-up vibe
- People focused Benefits including Medical, Dental, Vision and 401K
- Wellness, Mental Health, and Fitness benefits
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness Solutions (abcfitness.com) is the premier provider of software and related services for the fitness industry, and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps nearly 16,000 clubs and facilities globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
Founded in 1981, ABC helps nearly 16,000 clubs and facilities globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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