Global General Support Specialist

3 weeks ago

Austin, United States F45 Training Full time
F45 Training Inc., headquartered in Austin, Texas, offers consumers functional 45-minute workouts that are effective, fun, and community-driven. F45 utilizes proprietary technologies: a fitness programming algorithm and a patented technology-enabled delivery platform that leverages a rich content database of over 4,000 unique functional training movements to offer new workouts each day and provide a standardized experience across the Company's global footprint in over 65+ countries.

The Global General Support Specialist will serve as a member of the General Support team, this position will be responsible for being the first point of contact for the F45, FS8, and Vive/Vaura networks seeking support. This position is responsible for receiving, troubleshooting, and resolving issues related to the franchise network support needs across multiple disciplines including but not limited to technology, athletics, performance, legal, and finance. This role requires a deep understanding of various proprietary platforms, effective communication skills, and a customer-centric approach to problem-solving. This position will be valuable in the transition to a relationship management-focused support platform and tangibly improving global system-wide support in partnership with all internal divisions and departments.

Responsibilities

The Global General Support Specialist will:

  • Adhere to all network support policies and procedures and maintain consistent and efficient support across all global F45 Training brands and divisions
  • Respond to F45 HQ and franchise network inquiries via F45 Training's preferred ticketing platform (Freshdesk) in a professional and friendly manner
  • Serve as the primary point of contact for the franchise network and liaise with internal teams on behalf of franchisees to ensure that each request is addressed in a timely manner
  • Provide accurate information that efficiently resolves the support needs of all stakeholders
  • Identify and escalate any incoming questions that do not have a solutions article available in the franchise knowledge base to assist in the development and improvement of knowledge base articles.
  • Adhere to the F45 Training Franchise Network Support Policy and ensure that response and resolution targets are consistently achieved
  • Collaborate with cross-functional global teams to deliver requisite service levels.
  • Collaborate with cross-functional global teams to drive overall business success
  • Escalate critical support system issues promptly
  • Develop and maintain enhanced relationships with internal and network stakeholders across all F45 Training brands in a manner that promotes partnership, rapport, empathy, and teamwork
  • Maintain a positive attitude and a strong commitment to delivering an outstanding support experience and maintaining a positive internal working environment
  • Champion and participate in a culture of excellence, teamwork, and accountability within the global support team

Requirements

  • Minimum 2 years prior experience in a customer support role.
  • Prior experience with various technology platforms including but not limited to Google Workplace, Slack, ticket support systems, and artificial intelligence tools
  • Excellent communication skills, both written and verbal
  • Strong problem-solving and critical-thinking abilities
  • Ability to quickly adapt to a fast-paced environment
  • Bachelor's degree preferred

Benefits

F45 Training is committed to offering competitive pay and benefits.

  • Incredible Medical, Vision and Dental benefits
  • Competitive salary, based on experience
  • 401(k)
  • Flexible / Unlimited PTO
  • Casual dress and laid-back work environment
  • Fun, fitness and health orientated environment

—

F45 is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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