Support Specialist

AestheticsPro has been a leader in providing cloud-based aesthetic software solutions to medical professionals for over 16 years. We pride ourselves on being the Best Team Ever, where our core values center around teamwork, transparency, and innovation. Our culture thrives on open communication, trust, and accountability, fostering an inclusive environment where every team member's voice is heard.

We are seeking a proactive and technically skilled Support Specialist to join our team to provide outstanding customer service to our users of AestheticsPro. In this role, you will work directly with customers via phone, email, and our ticketing system to resolve application errors, troubleshoot software and hardware configuration issues, and provide training to new users.

As a key player in our Support Team, you’ll ensure that our customers have a seamless, efficient, and enjoyable experience with AestheticsPro. If you’re passionate about problem-solving and helping people succeed, we want you on our team!

Key Responsibilities:

• Customer Support: Deliver exceptional first-level technical support to customers via phone, email, and our ticketing system. Address and resolve issues related to software features, user accounts, integrations, and hardware configurations. Accurately document all support interactions, training sessions, and solutions provided.
• Troubleshooting & Issue Resolution: Diagnose and troubleshoot technical problems within the software application, escalating more complex issues to higher-level support tiers as necessary.
• Software Training: Schedule, manage, and conduct online training sessions for new customers, ensuring they understand how to effectively use the software. Customize training sessions based on user needs and skill levels, in accordance with established training protocols.
• Record-Keeping & Reporting: Maintain clear and accurate records of customer interactions, support tickets, and transactions in our support system. Ensure all documentation is up-to-date and accessible for future reference.
• Process Improvement: Assist in developing and refining support and training processes. Contribute to the creation and continuous improvement of training materials and user guides to ensure they meet customer needs and reflect on the latest product features and updates.
• Performance Metrics: Meet or exceed key performance metrics, including response time, resolution time, and customer satisfaction scores. Strive to improve both individual and team performance by delivering consistent, high-quality support.
• Collaboration & Support: Work collaboratively with other teams as needed, to communicate customer feedback, escalate issues, and ensure the successful resolution of technical challenges.
• Additional Duties: Perform other job-related tasks as assigned, contributing to the overall success of the team and the company.

Additional Details

• This is a hybrid role, must be able to work from the office located in Olympia, WA 1-3x a week.
• Applicants must live within 30 Miles of the Olympia/Lacey, WA area.

Qualifications and Preferred Skills:

• One (1) to three (3) years of experience in SaaS, application, and/or customer support
• Two years practical experience providing expert level customer service, solving customer-based issues/complaints.
• Strong relational skills; empathy, emotional intelligence, verbal skills, and flexibility.
• Excellent problem resolution skills.
• Excellent written and oral communication skills.
• Strong working knowledge of computers, internet, and various operating systems.
• Strong working knowledge of Microsoft Outlook, Word, and Excel.

Compensation:

• Full-time Salary Position| $53,000 - $62,000/year
• Comprehensive medical, dental, and vision coverage
• Life with AD&D Insurance and Short/Long-Term Disability Coverage
• 401K with Employer 4% Match. Plus, profit sharing after one year of employment
• Employee Assistance Program and Identity Theft Protection through IDX
• Professional Development Reimbursement Program
• Paid Time Off and Paid Holidays, including a Personal Leave Day
• Work-from-Home/Hybrid opportunity with employer-provided computer and mobile phone.
• Monthly reimbursement for home internet service.
• Opportunities for promotion and unlimited potential for upward mobility!

Equal Opportunity Employer

AestheticsPro is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All candidates must be a U.S. Citizen or able to work in the U.S. and able to pass a federal background check.

Are you ready to join the Best Team Ever?

Job Type: Full-time

Pay: $53,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Shift:

• 8 hour shift

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Olympia, WA 98501

Salary : $53,000 - $62,000