Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes.
Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com.
What's the opportunity?
We are looking for a Technical Support Specialist with excellent communication skills to be part of the team that develops the next generation of cloud-based products for the service industry. The Customer Support Specialist will be involved in assisting our customers in using the Zenoti products.
What will I be doing?
* Escalate requests and issues to the appropriate internal team.
* Schedule the ordered medical service accurately and link order to appointment.
* Act as direct contact with internal and external customers.
* Track and report on support metrics and support team performance.
* Multi-task, problem-solve, and prioritize in a fast-paced working environment.
* Manage overall strategy to ensure proper levels of product support coverage.
* Record detailed information into a work order/service ticketing system for all calls/emails.
* Analyze and validate system requirements and existing business processes.
* Review work queues to identify unscheduled ordered services and connect with the patient to schedule the appropriate service.
* Encourage and support process improvement initiatives identified by team members.
* Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management.
* Identify training opportunities and help sales partners develop a stronger understanding of product nuances.
* Write simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity.
What skills do I need?
* 5+ years of experience in supporting web-based enterprise applications.
* 3+ years working for a support team and a technology-centric background.
* Fluent in English and Spanish to support Spanish-speaking customers.
* Able to work with cutting-edge technology and assimilate information rapidly.
* Proven experience in managing a service and support focused team culture.
* Ability to handle ambiguous situations with internal and external stakeholders.
* Strong logical, analytical, and problem-solving skills.
* Excellent communication skills in English and Spanish.
* Can work in a fast-paced, ever-changing startup environment.
Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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