L1 Support Agent

We are seeking a motivated and detail-oriented Customer Support Agent to join our US Support Team! This is an ideal position for someone who enjoys investigating, problem solving, and interacting with people on a daily basis. Use your experience to diagnose and troubleshoot basic queries as well as your customer service skills to answer questions on everyday software functions via phone and email.

What You'll Do

• Become an expert in our salon management software and get to know the daily functions inside and out
• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions.
• Deliver top-notch personal and friendly customer support to our clients
• Be the voice of the client and provide product feedback internally
• Escalation of critical issues
• Collaborate across teams to ensure client’s needs are met and their issues are resolved quickly
• Answer live incoming calls from clients to resolve queries on the spot
• Respond to emails and return call requests
• Use remote access software to help with printer installations and basic network troubleshooting

Who You Are

• Passionate about helping clients and share their enthusiasm for success!
• Patient and understanding when explaining complex issues to salon industry professionals
• Exceptional problem-solving skills
• Comfortable with taking ownership and providing guidance to clients and teammates
• Strong written and verbal communication skills and enjoy speaking with clients over the phone and through email
• Be thorough, detail-oriented, and self-motivated
• Work independently, as well as collaboratively
• Have experience in the salon/spa industry, or experience working in a technical support role
• You’re driven by growth and always working toward your next goal
• Strong sense of urgency with the ability to prioritize tasks to complete them in a timely manner