**This is a remote position based in the US.**
At Empowered Education, Functional Nutrition Alliance (FxNA), we have a passion for empowering people to transform their lives through nutrition, lifestyle modification, and habit change.
Our Customer Experience Specialist is integral part of the team responsible for ensuring that all external customer support inquiries are responded to in a timely fashion. They will work in a cross-functional environment, working with team members across the organization where necessary to ensure that all inquiries are answered. Support inquiries include program questions; requests for assistance with software, technical support, and other problems to be resolved; nutrition counseling requests; and general inquiries.
In addition, the Technical Support Specialist will provide expertise, advice, and advanced knowledge including problem-solving to program participants to help diagnose and resolve problems that arise with their program access, including troubleshooting issues that may be occurring on the user’s end. The Support Specialist will also be an influential member of the Operations Team and be involved in executing internal infrastructure and/or troubleshooting projects, responding with to any internal technology-related problems, providing technical support during our live classes, and serving the FxNA Team as an expert in anything ‘technology’ related.
DUTIES AND RESPONSIBILITIES
- Manage the Support Desk on assigned days responding, ensuring that all tickets are responded to within 24 hours.
- Anticipate user questions and be ready with timely and relevant responses.
- Advocate for our students, clients, and others by identifying user issues, inquiry trends, and unmet customer needs. Work with the Support and Operations teams to implement changes and fixes.
- Identify high priority support tickets and escalate them as needed.
- Manage technical support during live classes, generally 1-3 times per week.
- Support the Webmaster on infrastructure projects and updating Member Portal materials.
- Ensure high quality of ‘holding’ and care in all of your communications.
- Support, and own where necessary, other infrastructure, systems, and operations project
Requirements
- Customer Service Mindset: You have a genuine enthusiasm for customer care and bring passion and energy, with the ability to maintain a positive attitude under pressure. You understand that your role, although behind the scenes, is integral to the success of the organization.
- Organized: You are a self-starter and a team player. You are highly organized. You are responsible for completing projects on an agreed timeline. You don’t mind having things delegated to you. You like collaboration, but do not require micromanagement
- Motivation: You are self-motivated, with high energy and an engaging level of enthusiasm. You’re capable of working independently or as part of a team. You like accomplishing projects accurately, and you pride yourself on doing great work. You value being in service over pleasing others.
- Accountable: While not expected to be perfect, you strive to do your very best.
- Communication: You have exceptional verbal and written communication skills, as well as strong organizational and problem solving skills with the ability to ask clarifying questions to ensure accuracy in the scope and execution of a project. Your ability to communicate courteously, effectively, professionally, and in a timely fashion is key to your success.
- Technology: You have experience using virtual collaboration technologies such as Webex or Zoom. You are savvy with using software tools to solve problems and if you don’t know how to do something you’ll spend the time to figure it out. Ability to conduct work virtually within a dynamic team setting.
- Experience: Background in customer support experience, plus excellent writing skills and the ability to communicate with a warm ‘voice’. Empathy and compassion are key to successful correspondence with our clients. Operations experience, including working with various computer software applications, establishing best practices and protocols, and the confidence to troubleshoot arising issues while working with the FxNA team on timely resolution.
- Education: You will need to stay current about FxNA offerings and events in order to provide the necessary depth and breadth of information to our customers and prospective customers. Familiarity with and strong interest in nutrition and health; education in nutrition is a plus
Benefits
ABOUT FUNCTIONAL NUTRITION ALLIANCE
The Functional Nutrition Alliance, a wholly owned division of Empowered Education is a fast-growing organization and virtual clinic focused on nutrition counseling, education, and community understanding of improved health through the intersection of food and physiology.
Our mission is to create a revolution of healthcare change through awareness and nourishment. There is never a sense of deprivation when people are taught how to bring delicious and nutritious foods into their life for healing and wellness.
FxNA is committed to serving a highly underserved population – those with chronic illness and autoimmunity, that are just not getting better with standard health and medical practices.