Position Summary: The Engage Support Coordinator is responsible for client support in regards to custom mobile applications created and supported MINDBODY. This role fields incoming calls, emails, and social media enquiries from clients and potential clients. They will work closely with teams across the department and company to support and foster custom mobile application development upon the MINDBODY API for MINDBODY clients. GENERAL DUTIES AND RESPONSIBILITIES: Resolve client problems related to services or the Engage product via: phone, chat, email, and web forums whenever possible, resolve issues on the first contact Adjust client settings within the new Engage Apps Educate clients on product features or additional services to meet their needs Communicate all bugs to our Quality Assurance and Development Teams as in line with current processes Document client interactions under the client profile as in line with current processes Reply to ZenDesk tickets regarding custom mobile applications Acts as a role model for our established Core Values at all times Closely work to support Launch Coordinators, Designer, and Deployment Technicians to ensure the smooth and successful launch for new and existing Engage Apps Accepts escalated phone calls, and emails from Launch Coordinators, Designers, Deployment Techs, and Project Manager Acts as a backup for the Launch Coordinator team on phones and tasking when needed Creates analytic accounts for the Engage Apps using Flurry, Google Analytics, or other comparable tools MINIMUM QUALIFICATIONS AND REQUIREMENTS: Able to write clearly and effectively to both clients and co-workers Picks up on technical things quickly; is good at learning new industry, company, product, or technical knowledge Enjoys working hard; is action oriented Relates well to all kinds of people; can diffuse even high-tension situations comfortably Able to learn quickly when facing new problems; will experiment to find solutions or sources to problems; enjoys challenges of unfamiliar tasks Uses active listening skills; has patience to hear people out Uses time effectively and efficiently; concentrates efforts on the more important priorities Acts with clients in mind; Uses customer information to suggest improvements in products and services High school degree or equivalent 3-6 months of related customer service experience; or equivalent combination of education and experience Knowledge of database and internet based software Familiar and skilled with online chat tools, and email Familiar with APIs and web services (e.g., SOAP or REST) Solid understanding of both iOS and Android based devices Typing: 40-60 WPM Read, and analyze customer questions Clearly write procedures in response to customer questions Effectively present information (oral and written) and respond to customer questions in one-on-one and group settings

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Confirmed 30+ days ago. Posted 30+ days ago.

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