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Technical Support Specialist I - Bilingual

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Mindbody

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Location:
Brazil

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Customer Support Specialist provides escalated support to Mindbody customers by utilizing multiple methods of contact, primarily via the telephone. This position is responsible for responding to corporate and/or strategic accounts that require assistance with their product-related issues. The Customer Support Specialist handles customer inquiries by gathering information, questioning through curiosity to identify the nature of the problem and troubleshooting potentially complex product-related issues.

Job Responsibility:

  • Intake of technical product support to customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums
  • Follow up and resolve customer callbacks and open cases for product support
  • Resolve customer inquiries related to services or the software
  • Troubleshoot complex product-related issues
  • Escalate more complex issues as needed to higher-level support teams and/or management
  • deescalate customers to Associate level support, as needed
  • Provide quality service to customers that meets our customer expectations and in accordance with the department’s guidelines and policies
  • Take a high rate of inbound contacts and provide a high-level of engagement with the customers
  • Follow internal Knowledge Centered Support processes to accurately answer customer questions and to maintain knowledge bases
  • Use advanced product knowledge to educate customers on product features or additional services to meet their needs
  • Document customer interactions and call related notes under the customer’s profile and in the applicable systems
  • Communicate all product change requests to our Quality Assurance and Development Teams as in line with current processes
  • Acquire the Level 2 Customer Support Certification
  • Maintain and gain knowledge
  • Complete personal and department assigned goals

Requirements:

  • High School Diploma or equivalent experience
  • Advance or fluent English skills + the ability to communicate effectively in Spanish or French
  • Customer service or call center experience or Customer Support Associate experience preferred
  • Working knowledge of Mindbody’s software products is preferred
  • Demonstrated ability to handle a high call and email volume
  • Excellent computer skills, including familiarity with using internet browsers, online chat tools, and email
  • Strong communication skills, both verbal and written
  • Ability to handle escalated and complex customer issues with confidence, patience, and professionalism
  • Demonstrated ability to actively listen and use curiosity to gain full understanding of customer needs
  • Ability to learn and acquire new industry, company, product, or technical knowledge
  • Ability to have a customer-service focused mindset
  • Ability to quickly develop rapport and relate to diverse populations
  • Ability to interact with colleagues and customers in a tactful manner
  • Strong time management skills, ability to prioritize and use time effectively
  • Ability to mentor and coach Customer Support Associates
  • Level 1 Customer Support Certification, or the ability to obtain within the first 90 days of hire

Additional Information:

Job Posted:
January 01, 2026

Employment Type:
Fulltime
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