Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec

About Phorest

Phorest Salon Software powers 9,000 Hair & Beauty salons globally and is the market leader in software in the UK and Ireland. Phorest has been named in the Deloitte Fastest 50 growing companies in Ireland for the last 6 years in a row.

Our mission is to help salon owners grow their business by getting their clients back more often while spending more. We currently do that by offering world-class marketing tools such as unique branded apps, loyalty programs, SMS + Email marketing solutions, and social tools that all sit on top of our easy-to-use salon software. Our goal over the next 2 years is to become the platform that hundreds of other companies build applications for salon owners on top of.

The Opportunity

We are seeking a motivated and detail-oriented Customer Support Agent to join our US Support Team! 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.

What You'll Do

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

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

Benefits

🧘Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 

💰Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 

🤓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 like to have fun, build camaraderie through regular social events. 

👯Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group. 

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.