We’ve all had the experience, when something goes wrong or we need help using a product or service it’s a CRUCIAL time. Maybe we’re feeling a little impatient, maybe we’re fine, but what happens when we try to reach out for customer support can make or break our opinion of that company! Great customer service can turn a frustrated user into a superfan - and that’s why we need you!

Please note this is a Seasonal position with scheduling requirements of 20 hours per week. The seasonal position will continue through March 31st, 2025. You MUST have availability to work Monday-Friday from 4 PM - 9 PM EST. Scheduling requests outside of these hours will not be accommodated.

This is a Remote (work from home) position.

RESPONSIBILITIES:

• Respond to incoming support tickets (HubSpot) and incoming phone calls (TalkDesk) with detailed information and precise communication.
• Proactively think about how FitOn Health can improve a users access to support channels.
• Proactively think about ways the FitOn Health product (website, app, support pages) can be improved or changed to mitigate the need for individuals to contact FitOn Health in the first place.
• Additionally, providing "passive" solutions so that its simple for a user to find a solution without emailing or calling support.
• What information can be included in tickets, phone calls, and FAQs to give users access to solutions before a question arises.
• Agents must enjoy the view from the weeds. You will be tasked with communicating FitOn Health broadly and narrowly to individuals with varying experience with the FitOn Health product.
• An active learner who understands how to not only provide solutions but predict confusion points prior to being presented with a problem.
• A patient listener who can decipher an individuals question, especially when not stated explicitly.
• Always treats individuals with respect and dignity. The ability to assist without frustration even if an individual becomes frustrated with a situation.
• You must have extraordinary organization skills. These will be used to design, create, and execute a comprehensive customer support strategy.
• The ability to take a chaotic situation and provide information that is concise and direct. This ability must extend to situations where others become frustrated and angry.
• A detailed understanding of not only how FitOn Health functions but why it functions in a specific way.

EXPERIENCE/QUALIFICATIONS:

• Patience, grace, and a sense of humor
• Excellent writing and communication skills
• A knack for taking technical language and making it understandable
• A passion for solving tough problems and proposing elegant solutions
• A strong and healthy attitude and ability to find personal balance even in the midst of strong emotions
• Customer Service experience
• Experience with Hubspot

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