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31 December 2017

Customer Success Coordinator

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ROLES AND RESPONSIBILITIES :

  • Efficiently and effectively respond to all technical support questions for our various Gold’s Gym Digital or App-based products
  • Create a friendly and efficient customer service environment that is quick, easy, and makes the user feel like their problems are being heard.
  • Use our customer support ticket software and the App Store/Google Play console to appropriately respond to customers
  • Perform root cause analysis and determine appropriate course of action before escalating to Developers or Product Marketing team
  • Use our various internal tools to mine for solutions before escalating to Developers
  • Learn every aspect of each digital product to immediately know when something isn’t working right
  • Use first-hand customer contact to identify potential problems and proactively report them to the Product Marketing team
  • Work closely with Product Marketing to provide the constant customer insight required to drive product development and enhancement
  • Work with Product Marketing to maintain and contribute to our knowledge base/FAQ by tracking frequently asked questions and concerns and recording them for public use
  • Identify trends in users' issues with our digital products and communicate them to Product Marketing immediately

QUALIFICATION / EXPERIENCE 

  • 1-3 years of customer and technical support experience
  • Great writing skills that can convey a warm and friendly tone
  • Ability to de-escalate any situation by taking the appropriate actions
  • Customer satisfaction should be your top priority - you should genuinely care about the customers you help and strive to give them a perfect experience
  • Experience working on websites, iOS and Android devices
  • Excellent communication skills and the ability to explain complex technical processes in a simple, accessible manner
  • Great organizational skills and memory
  • Ability to prioritize, multi-task and meet our response times
  • Ability to work in a fast-paced environment with a start-up mentality is critical
  • Knowledge of common help desk ticketing systems a plus
  • Familiarity with product QA processes and JIRA a plus
  • Comfortable with a flexible work schedule working nights, weekends and holidays when the need arises
  • Confidence and intuition to escalate an issue at any time, day or night, if the situation calls for it.
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Location: Dallas, TX, USA