Customer Care Specialist assisting clients with their inquiries and providing solutions at Lyka, an Australian pet wellness company. Engaging customers with information about dog nutrition and wellness.
About the role
- Customer Support Representative delivering exceptional service and resolving inquiries for clients at TrainingPeaks. Collaborating with various departments to enhance customer satisfaction and retention.
Responsibilities
- Receive inbound emails, and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
- Support processing refunds and answering accounting-related questions using internal platforms, including, but not limited to, Zuora’s Braintree and UserVoice.
- Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
- Engage the customer to suggest the use of additional products when applicable.
- Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
- Influence the customer experience by providing feedback on the voice of the customer.
- Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
- Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
- Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
- Contribute to our customer-first approach by being open to assisting clients outside of regular business hours, which may include working occasional evenings and weekends.
- Assist in editing and updating technical and FAQ documentation.
Requirements
- Passion for endurance sports, health & fitness.
- Experience using TrainingPeaks as an athlete and/or a coach.
- Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
- Demonstrated effectiveness in verbal and written technical communication.
- Superior customer service and problem-solving skills.
- Maintaining a calm demeanor during escalated situations.
- Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
- Strong ability to multitask under minimal supervision.
- Technical proficiency with PC and Mac platforms.
- Strong organizational and time management skills.
Benefits
- We offer comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.
- Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity are also available.
- We offer several company paid options including Short Term Disability, Long Term Disability, as well as Basic Life Insurance and AD&D.
- Additional coverage options including Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available.
- We offer a 401(K) including a company match.
- We observe 12 paid holidays annually and provide discretionary Flexible Time Off. Employees also receive free access to our products, corporate discounts, and professional development resources.
- Access to the Performance and Recovery Center (PARC), our on-site fitness facility, as well as employee only access to on-site locker rooms and showers.
- Employee only access to secure, indoor bike storage and access to e-bikes exclusively to Peaksware employees.
- Access to our onsite Music and Podcast Studio.
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