At a Glance
- Tasks: Delight partners by resolving support tickets and providing exceptional customer service.
- Company: Join a fast-growing global SaaS company with a vibrant culture.
- Benefits: Flexible working hours, professional development, and a supportive team environment.
- Other info: Inclusive workplace that values diversity and personal growth.
- Why this job: Make a real impact while solving problems and enhancing partner experiences.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 30000 - 40000 € per year.
Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to 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.
Key Responsibilities:
- Delight our partners and their clients by resolving support tickets and partner contacts using our ticketing system Hubspot.
- Identify the root cause of issues and proactively flag recurring issues, bugs, and contact trends to your TL and the Fresha product teams.
- Take a consultative approach to support our partners to ensure they are getting the most out of our software.
- Find creative solutions to partner problems and identify opportunities to improve our partners' experience with Fresha.
- Proactively test and investigate problems raised by our partners in our software.
- Maintain your own test account and ensure all features and functionality are up to date.
- Be a high performer in the team, exceeding expectations in product knowledge and KPI achievement.
- Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets.
- Support your CX colleagues to achieve their targets and create a high performing culture.
How to be successful at Fresha:
- Be a curious problem solver, wanting to get to the root cause of problems.
- Be passionate about delighting our partners and their clients.
- Deliver high quality written responses in English to partner questions and queries.
- Have a technical mindset, comfortable using and explaining our multifaceted Health and wellness software.
- Ability to work at pace, continually learning as our software grows and evolves.
- Be comfortable dealing with ambiguity and learning through testing.
- Demonstrate enthusiasm, positivity, and a can-do attitude.
- Be open to feedback and apply it to your daily activities.
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.
Customer Experience/Technical Support Specialist employer: Fresha
Fresha is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those looking to thrive in a fast-paced environment. With a strong focus on employee growth, we offer continuous learning opportunities and the chance to make a significant impact while delighting our partners. Join us in our vibrant location where creativity and collaboration drive success, and be part of a team that values your contributions and supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience/Technical Support Specialist
✨Tip Number 1
Get to know the company inside out! Research Fresha's values, products, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since the role is all about delighting partners and resolving issues, think of examples from your past experiences where you’ve gone the extra mile to solve a problem. Be ready to share these stories!
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current or former employees on LinkedIn. They can provide insights into the interview process and what it’s really like to work at Fresha.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Fresha family.
We think you need these skills to ace Customer Experience/Technical Support Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience/Technical Support Specialist role. Highlight your relevant experience and skills that match what we’re looking for, especially your problem-solving abilities and passion for customer satisfaction.
Show Off Your Communication Skills:Since you'll be communicating with partners through various channels, it’s crucial to demonstrate your written communication skills. Use clear, concise language in your application and make sure to proofread for any typos or errors before hitting send!
Be Authentic:Let your personality shine through in your application! We value enthusiasm and a positive attitude, so don’t hesitate to share why you’re excited about the opportunity to work with us at Fresha and how you can contribute to our team.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to see all the details about the role and our company culture while you’re at it!
How to prepare for a job interview at Fresha
✨Know Your Stuff
Familiarise yourself with Fresha's software and its features. Understand the common issues partners might face and think about how you would resolve them. This will show your technical mindset and problem-solving skills during the interview.
✨Practice Your Communication Skills
Since you'll be communicating through various channels, practice delivering clear and concise responses. Consider role-playing scenarios where you explain solutions to potential partner problems. This will help you demonstrate your ability to delight partners with high-quality written and verbal communication.
✨Show Your Curiosity
Be prepared to discuss how you approach problem-solving. Share examples of when you've identified root causes of issues and how you creatively resolved them. This will highlight your proactive nature and passion for exceeding expectations.
✨Embrace Feedback
During the interview, express your openness to feedback and learning. Discuss how you've applied feedback in past roles to improve your performance. This attitude aligns with Fresha's values and shows you're ready to grow within the team.
