Customer Support Agent
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Job Description
Customer Support Agent assisting salons and medispas with technical issues and delivering excellent customer experience. Join a remote team at Phorest to support clients effectively.
Responsibilities:
- Respond to incoming calls, live chats, and emails from Phorest clients.
- Diagnose and troubleshoot software questions.
- Use remote-access tools to support clients through technical issues.
- Build strong product knowledge across the Phorest platform.
- Escalate more complex or critical issues to senior support teams.
- Act as the voice of the customer by sharing product feedback and feature requests.
- Collaborate with Support, Product, and Engineering teams.
Requirements:
- Experience in the salon, spa, or medi-spa industry, or at least one year in a technical support or customer service role.
- Strong written and verbal communication skills.
- Calm, methodical approach to problem-solving.
- Comfort working independently in a remote environment.
- Familiarity with standard computer operations, including web browsers, email tools, software installation, and basic networking concepts.
- Availability to work the required schedule as business needs dictate.
- Nice to Have: Previous experience using or supporting Phorest software, experience with point-of-sale software, familiarity with tools like Zendesk, Slack, or Notion, experience supporting small business owners, previous experience mentoring teammates or supporting team development.
Benefits:
- Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.
- Optional extras, such as a 401(k) and a range of upgraded insurance options.
- Career development resources, including in-house Learning and Development/Business coach and online resources like LinkedIn learning.
- Regular social events for team building.
- Opportunities to join or champion Employee Resource Groups.
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