Technical Customer Support Agent - EST Timezone

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 is a rapidly growing tech company on a mission to help beauty businesses thrive. Our software empowers premium salons, spas, and aesthetic clinics with a suite of tools designed to enhance client experiences, streamline operations, and drive business growth. With a presence in the heart of the beauty industry, we are committed to fostering innovation, excellence, and community. At Phorest, we don’t just build software—we build success stories.

The Opportunity

We are seeking a motivated and detail-oriented Customer Support Agent to join our US Support Team located in the EST time zone! 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
  
  

What You Need

• Experience in the salon/spa industry, or experience working in a technical support role
• Availability to work Tuesday - Saturday, 9.00am - 5.30pm EST
• Recent experience in a client-facing role where you directly resolved issues on a customer service or technical level
• A quiet work environment, free from any distraction and noise throughout the duration of your shift
• Basic knowledge of computers
• Experience working with/for small business owners, and a passion to see them succeed
  
  

Nice To Have

• Prior use of POS software
• Experience with Zendesk, Slack, and/or Notion
• Previous experience in a leadership-type role
  
  

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.