Customer Experience Technical Support Specialist

The AI-powered OS

About Fresha

Role Overview

• Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business.
• Working collaboratively with partners, you will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha.
• This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
• Delight our partners and their clients
• Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
• Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
• Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
• Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
• Be a proactive problem solver, going the extra mile to delight our partners
• Testing and investigating
• Proactively test and investigate problems that our partners raise in our software
• Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
• Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes

High Performance

• Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
• Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets
• Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
• Support your CX colleagues to achieve their targets and become high performers
• Constantly strive to raise the standards across the team to create a high performing culture

How To Be Successful At Fresha

• Curious problem solver, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations
• Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand
• Deliver high quality written responses in English to partner questions and queries
• Technical mindset, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software
• Ability to work at pace, continually learning as our software continue to grow and evolve
• Comfortable dealing with ambiguity and learning through testing and using the product
• Enthusiasm, positivity and a can do attitude
• Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility
• Inclusive workforce
• At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
• We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals.
• Everyone who applies will receive fair consideration for employment.
• We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
• If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
• These tools assist our recruitment team but do not replace human judgment.
• Final hiring decisions are ultimately made by humans.
• If you would like more information about how your data is processed, please contact us.

Job Details

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