It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Job Description
ABC Trainerize Technical Support Specialist
We are seeking a talented individual to join our team as a Technical Support Specialist. In this role you will play a crucial role in providing advanced technical support to our customers and our Coach Support Team. Your responsibilities will include resolving complex issues, offering internal guidance to your peers in Coach Support, and collaborating with our quality assurance, development, and product teams to identify and escalate product defects. You will thrive in a fast-paced environment, leveraging your strong problem-solving skills and excellent communication abilities.
WHAT YOU’LL DO:
- Technical Support: Provide advanced technical assistance to customers who have complex issues that cannot be resolved by our Coach Support team.
- Internal Guidance: Offer internal guidance to your peers in Coach Support to ensure they can quickly identify and escalate technical challenges.
- Troubleshooting: Respond to and resolve technical support tickets in a timely manner, using phone, email, and chat.
- Issue Escalation: Troubleshoot complex technical issues and escalate them to our Quality Assurance and/or development team, as necessary.
- Expectation Management: Provide regular updates on issue resolution progress to manage customer and team expectations.
- Documentation: Create and maintain technical support documentation, including knowledge base articles, internal FAQs, and our known issues page.
- Organization: Maintain and index the tickets for technical support for both known issues and those that are still under investigation.
- Feedback: Provide valuable feedback to the product management team on client feature requests and product improvements.
- Training: Participate in ongoing training and professional development to stay up to date on product knowledge and technical support best practices.
- Collaboration: Contribute to the onboarding and training of other technical support escalation team members in our systems and operations.
WHAT YOU’LL NEED:
- 1-2+ years of experience in a technical support role.
- Working knowledge of Android, iOS, Mac, and PC platforms and web browsers.
- Strong technical skills, with experience in troubleshooting complex software issues.
- Knowledge of software development life cycles and manual testing techniques.
- Familiarity with support tools such as Jira, Zendesk, and Hubspot
AND IT’S GREAT TO HAVE:
- Excellent communication skills, with the ability to explain technical issues to non-technical stakeholders.
- Strong problem-solving skills.
- Able to operate independently and confidently, while simultaneously acting a team player and as the go-to support figure for your peers.
- Experience in customer-facing and/or technical support roles with a strong customer-service focus.
What’s in it for You?
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $48,200.00 -- $57,800.00 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.
Please note that the salary information shown below is a general guideline only and based on employees in United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $48,200.00 -- $57,800.00 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com
ABOUT ABC:
ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.
Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).
#LI-REMOTE
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
