Care Specialist, Bilingual - English/Spanish
Empathy
Customer Support Specialist, Remote - US Based
Togetherwork
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 - $50,000 per year
Job Level
Mid-LevelSenior
About the role
- As a Customer Support Specialist, you’ll be the first point of contact for our customers, providing friendly and efficient support via email, phone, and virtual sessions. This role is perfect for someone who is tech-savvy, enjoys problem-solving, and thrives in a customer-focused environment. You'll use your knowledge of our software to help climbing facility owners, managers, and staff navigate the system, configure setups, and troubleshoot issues.
- Beyond troubleshooting, you’ll also play an instructional role—guiding customers through best practices, simplifying technical processes, and ensuring they get the most value from the software.
- This is a great opportunity for someone who enjoys problem-solving, working with customers, and diving deep into software. You'll be part of a team that helps gyms and climbing facilities run smoothly by providing expert guidance and troubleshooting. If you're detail-oriented, enjoy learning, and take pride in helping others succeed, we’d love to hear from you!
- Hours: M-F 9 AM – 5 PM PST during training, 11 AM – 7 PM PST once training completed. Must be able to serve on an occasional weekend rotation as needed.
Requirements
- Deep Knowledge of Rock Gym Pro (Strongly Preferred)
- Extensive hands-on experience with Rock Gym Pro.
- Ability to configure and create new setups from scratch, such as setting up online calendar offerings, membership billing structures, and system settings.
- Strong troubleshooting ability to identify and resolve software issues efficiently.
- Training and Instructional Experience
- Comfortable providing one-on-one and group training via phone, email, and virtual sessions.
- Ability to simplify complex technical concepts and explain them in a way that non-technical users can easily understand.
- Strong Communication Skills with a Customer-Centric Approach
- Excellent verbal and written communication skills.
- Ability to de-escalate conversations and handle frustrated customers with professionalism and empathy.
- Clear and concise in both technical explanations and customer-facing responses.
- A Learner at Heart
- Open-minded and excited to learn new processes and technologies.
- Curious and proactive in seeking solutions and improving workflows.
- Thrives in an environment that requires continuous learning and adaptability.
