Job Title: Community Support Specialist
Type: Internal Staff Only
Location: Canada or Pakistan Division
****Please complete the application submission via Forms Click Here** in addition to submitting your resume through GoHire
Job Overview: We are looking for a Community Support Specialist who will be responsible for providing exceptional support to our user community. This role involves resolving user inquiries, addressing technical issues, and facilitating positive user interactions within our online community. The ideal candidate is patient, detail-oriented, and possesses outstanding communication skills. If you are enthusiastic about helping customers and have a knack for problem-solving, we want you!
Responsibilities:
- User Support:
- Serve as the first point of contact for user inquiries via our community forum.
- Provide clear and concise answers to user questions, resolve issues, and assist with basic technical troubleshooting.
- Community Engagement:
- Foster a sense of community within our user base by actively participating in online forums and discussions.
- Monitor community platforms to identify and address user concerns and feedback promptly and professionally.
- Documentation and Knowledge Sharing:
- Create and maintain support documentation, including FAQs, guides, and tutorials, to assist users in self-service problem resolution.
- Collaborate with the knowledge management team to keep support resources up to date.
- Issue Escalation:
- Escalate complex technical issues to the appropriate teams while ensuring users receive timely updates and resolutions.
- Work closely with cross-functional teams to resolve escalated cases efficiently.
- Feedback Collection:
- Gather user feedback and insights to provide valuable input to product development and improvement efforts.
- Communicate user needs and pain points effectively to the product and development teams.
- Metrics and Reporting:
- Track and maintain records of user interactions and support inquiries.
- Generate regular reports on support metrics and trends, offering insights for continuous improvement.
Qualifications:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in customer support, preferably in a SaaS or tech environment.
- Proven life or work background in health, fitness or wellness industry is a plus.
- Exceptional communication skills, both written and verbal.
- Strong problem-solving and analytical abilities.
- Empathetic and patient demeanor when dealing with user concerns.
- Technical aptitude and the ability to quickly learn and troubleshoot software systems.
- Familiarity with support ticketing systems and customer relationship management (CRM) tools is a plus.