Technical Customer Support Agent, Phorest
More information about location
Salon management solution
Job no longer available
Salon management solution
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To empower and inspire salon, spa and clinic owners to grow fantastic businesses while attracting and delighting loyal clients and talented staff.
Role
Who you are
- Passionate about helping clients and share their enthusiasm for success!
- Patient and understanding when explaining complex issues to salon industry professionals
- 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
- Be thorough, detail-oriented, and self-motivated
- Work independently, as well as collaboratively
- Have experience in the salon/spa industry, or experience working in a technical support role
- You’re driven by growth and always working toward your next goal
- Strong sense of urgency with the ability to prioritize tasks to complete them in a timely manner
- Experience in the salon/spa industry, or experience working in a technical support role
- Availability to work Monday - Friday, 9.30am - 6.00pm PST
- Recent experience in a client-facing role where you directly resolved issues on a customer service or technical level
- A quiet work environment, free from any distraction and noise throughout the duration of your shift
- Basic knowledge of computers
- Experience working with/for small business owners, and a passion to see them succeed
Desirable
- Prior use of POS software
- Experience with Zendesk, Slack, and/or Notion
- Previous experience in a leadership-type role
What the job involves
- 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
- 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
Our take
Annually, significant financial losses plague salons and health spas due to both no-show appointments and sluggish periods. Addressing this predicament head-on, Phorest emerges as the solution, providing salon proprietors with user-friendly marketing software.
Phorest's software allows salons to dispatch appointment reminders and promotional details to their clientele. This seemingly uncomplicated remedy remarkably curtails no-show deficits by an impressive 70% - an extremely valuable offering.
From its inception, Phorest has consistently evolved and broadened its platform, adding features for staffing management, inventory control and strategic marketing. It has also secured funding which has enabled it to confidently vie with international contenders like Zenoti and Booker on the global stage.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2022
$12m
LATE VC
Jun 2018
$20.9m
GROWTH EQUITY VC
Total funding: $34.3m
Company benefits
- Your wellbeing is important to us - We provide private healthcare, and employee assistance program and a free online GP service (WebDoc)
- As part of our Financial Wellbeing, we provide an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection
- We help you travel by providing a bike to work scheme as well as tax saver transport tickets
- We care for your family and provide Enhanced Maternity and Paternity benefits
- We grow our own timber! We provide a great learning environment including an extensive onboarding program
- 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 don't believe in formal dress codes. We prefer causal things
Company values
- Growth Mindset: We are all about growth - when it comes to ourselves, our company & our clients
- Seirbhís Go Hiontach: Irish for 'excellence in service' or 'service without measure'
- Can-Do Attitude: We are dynamic and have a bias for action
Company HQ
North City, Dublin, Ireland
Articles
Leadership
Ronan Perceval
(Co-Founder & CEO)Previously worked in hair salons, and also co-founded Demonware.
Jamie Myerscough
(Co-Founder & Director)Previously served as Phorest's CEO and Sales Director. Is currently CEO of Educogym.
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