What are the responsibilities and job description for the Sales Technical Support Representative position at Balanced Body Inc?
Description
Are you organized, detail oriented and enjoy providing support to customers? Do you like solving problems while recommending changes? Have you worked with fitness equipment or have an interest in learning how equipment gets built? We have an exciting new opening as an entry level Technical Support Representative!
Balanced Body is an energetic, environmentally sensitive company that is growing! Balanced Body leads the world in providing Pilates equipment and education. In this role, you will learn how our Pilates equipment gets built, how to troubleshoot customer issues and participate in new product testing. This is a role will provide second level support when the customer service team cannot resolve an issue.
Requirements
- Provides answers to clients by identifying problems, researching answers, guiding client through corrective steps in real time and expeditiously.
- Directly communicates and develops positive rapport with customer when issue is escalated to their department.
- Improves user experience by identifying problems, recommending changes and provide instructional documentation.
- Provide excellent customer technical support, you will strive for first call resolution with each case.
- Interact and coordinate with other departments to resolve customer issues.
- Assist in updating training materials and website content.
- Actively participate in product testing process to ensure new versions of product are ready to release.
- Attain all critical KPI metrics including but not limited to: Turn Around Time targets, productivity goals, quality assurance drivers.
- Forward new sales opportunities to the account team when presented.
- Assist in product training to team.
- Coordinates field service activities with third party partners as needed.
- Documentation and analyzation of tickets(cases).
- Assist with processing returns and surplus inventory.
- Assist in maintaining the Studio room for studio visits, staff and instructor trainings (includes making sure equipment is up-to-date and available).
- Assist in acquiring and installation of products for photo/video shoots as needed
- Utilize Customer Relationship Management (CRM) System, and ensure all accounts are loaded with accurate and timely data.
- Other duties as assigned.
Essential Skills for Role:
- Advanced Technical Aptitude
- Excellent verbal and written communications skills, you will also have excellent attention to detail.
- Proven resolution, logical troubleshooting, and customer satisfaction skills.
- Strong problem solving/resolution skills.
- Excellent listening, probing and de-escalation skills.
- Able to learn quickly/be passionate about learning new concepts, technology and processes.
- Possess strong analytical skills with excellent communication, literacy & interpersonal skills.
- Have the ability to handle multiple tasks & prioritize on an on-going basis.
- Ability to listen and comprehend information over the phone & via email.
- Ability to compose and proofread documents and reports.
- Attention to detail and problem-solving skills.
Qualifications:
- Minimum 2 years’ account management or sales experience.
- Experience in tech support, customer service experience preferred.
- Some college education is ideal.
Salary Range:
$25 - 31/hour plus monthly bonus potential
The Company
https://www.pilates.com/BBAPP/V/company/craftsmanship.html
Balanced Body is the world's largest designer and manufacturer of Pilates equipment, as well as a provider of high-quality Pilates and other mind-body instructor training and continuing education. We currently do business in over 100 countries, with world-renowned customer service and a serious commitment to environmentally-friendly business practices. If you want to work with a company with a passion for changing lives in ways small and large, let us hear from you.
We offer competitive compensation and excellent benefits including:
- Medical and Dental
- 401(k) plan & Match!
- Life, AD&D and Long Term Disability Insurance
- Paid time off and holidays
Balanced Body is an equal opportunity employer dedicated to workforce diversity.
Salary : $25 - $31
