The Opportunity

We are seeking a motivated and detail-oriented Customer Support Agent to join our US Support Team located in the PST time zone! This is an ideal position for someone who enjoys investigating, problem-solving, and interacting with people on a daily basis. Use your experience to diagnose and troubleshoot basic queries, as well as your customer service skills to answer questions on everyday software functions via phone and email.

What you will do

• Become an expert in our salon management software and get to know the daily functions inside and out

• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions.

• Deliver top-notch personal and friendly customer support to our clients

• Be the voice of the client and provide product feedback internally

• Escalation of critical issues

• Collaborate across teams to ensure client’s needs are met and their issues are resolved quickly

• Answer live incoming calls from clients to resolve queries on the spot

• Respond to emails and return call requests

• Use remote access software to help with printer installations and basic network troubleshooting

What you bring

• 1-2 experience in the salon/spa industry or experience working in a technical support role

• Availability to work Tuesday - Friday 9.30 am PST - 6 pm PST, and Saturday 7 am PST -3.30 pm PST

• A quiet work environment, free from any distractions and noise throughout the duration of your shift

• A basic knowledge of computers

• Passion for helping clients and sharing their enthusiasm for success!

• Patience and understanding when explaining complex issues to salon industry professionals

• A strong sense of urgency with the ability to prioritize tasks to complete them in a timely manner

• Exceptional problem-solving skills

• Comfortable with taking ownership and providing guidance to clients and teammates

• Strong written and verbal communication skills and enjoy speaking with clients over the phone and through email

• A thorough, detail-oriented, and self-motivated mindset

• Ability to work independently, as well as collaboratively

• You’re driven by growth and always working toward your next goal

Nice to Have

• Prior use of POS software

• Experience with Zendesk, Slack, and/or Notion

Benefits

🧘Phorest currently offers a range of fully employer-paid benefits, including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 

💰Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 

🤓Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

😎We like to have fun, build camaraderie through regular social events. 

👯Phorest also encourages Employee Resource Groups; you will have the opportunity to join or champion a club, society, or group. 

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.