Customer Support Specialist

Customer Support Representative Location: Remote Hours: M-F 9 AM – 5 PM PST during training, 11 AM – 7 PM PST once training completed. Must be able to serve on an occasional weekend rotation as needed. As a Customer Support Specialist , you’ll be the first point of contact for our customers, providing friendly and efficient support via email, phone, and virtual sessions. This role is perfect for someone who is tech-savvy, enjoys problem-solving, and thrives in a customer-focused environment. You'll use your knowledge of our software to help climbing facility owners, managers, and staff navigate the system, configure setups, and troubleshoot issues. Beyond troubleshooting, you’ll also play an instructional role—guiding customers through best practices, simplifying technical processes, and ensuring they get the most value from the software. If you love learning, enjoy helping others succeed, and can translate complex concepts into clear guidance, this role is for you! This is a great opportunity for someone who enjoys problem-solving, working with customers, and diving deep into software. You'll be part of a team that helps gyms and climbing facilities run smoothly by providing expert guidance and troubleshooting. If you're detail-oriented, enjoy learning, and take pride in helping others succeed, we'd love to hear from you! What You'll Do: Provide technical support to customers via email, phone, and virtual sessions. Troubleshoot software-related issues, guiding customers through solutions in a clear and patient manner. Help customers navigate and configure RGP, including setting up new calendar offerings, membership structures, and other system configurations. Deliver training and guidance to customers through phone calls, written instructions, and virtual training sessions. Translate technical concepts into easy-to-understand explanations for non-technical users. Document customer interactions and contribute to internal knowledge bases. De-escalate customer frustrations and provide a solutions-oriented, customer-first experience. Collaborate with other support team members to improve processes and customer experience. What You'll Bring: Deep Knowledge of Rock Gym Pro (REQUIRED) Extensive hands-on experience with Rock Gym Pro. Ability to configure and create new setups from scratch, such as setting up online calendar offerings, membership billing structures, and system settings. Strong troubleshooting ability to identify and resolve software issues efficiently. Training and Instructional Experience Comfortable providing one-on-one and group training via phone, email, and virtual sessions. Ability to simplify complex technical concepts and explain them in a way that non-technical users can easily understand. Strong Communication Skills with a Customer-Centric Approach Excellent verbal and written communication skills. Ability to de-escalate conversations and handle frustrated customers with professionalism and empathy. Clear and concise in both technical explanations and customer-facing responses. A Learner at Heart Open-minded and excited to learn new processes and technologies. Curious and proactive in seeking solutions and improving workflows. Thrives in an environment that requires continuous learning and adaptability. The Company offers a comprehensive employee benefits program, including: Medical, dental, and vision insurance options 100% Employer paid short/long term disability Basic Life 401(k) option with company match up to 4% Flexible paid personal/vacation time built on mutual trust and accountability 10 sick days annually 10 company paid holidays 6 weeks paid parental leave Pet Insurance Medical Travel Benefits Infertility Benefits Teladoc Employee Assistance Program Wellness Benefits & Engagement Platform Salary Range Disclosure The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more. Salary Range US Remote: $50,000 USD per year Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more. Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities. Interview Process & Expectations Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews. To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication. 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