Under Armour Connected Fitness is hiring a

Customer Happiness Specialist II

Austin, United States

Under Armour is looking for an experienced, customer-focused, and action-oriented Customer Care Specialist to join our growing Customer Happiness/Tech Support team. With responsibility for delivering polite, accurate, and timely responses to all member concerns, you will work with your own and other teams to ensure each of our members has an exceptional experience using UA’s connected fitness platforms and products.

You will:

  • Address tech support and other customer concerns escalated via email
  • Collect and communicate user requests to help shape the future of UACF
  • Assist Tier I Customer Care Specialists in solving basic technical problems
  • Coordinate communicating information on current issues to the Tier 1 Customer Care team, including maintenance of Known Issues section of Help Center(s) and Aware of Issue macros
  • Investigate escalated issues by collecting user data, reproducing the issue, filing tickets, and confirming issue resolution with users
  • Log tickets and escalate trending issues to engineering and product teams to ensure technical issues are promptly resolved
  • Maintain and improve JIRA workflows and integrations
  • Sync weekly with project managers for UA Record, MMF, and devices to prioritize newly reported tickets
  • Provide feedback to peers and supervisors to promote a positive work culture
  • Collaborate with your team to ensure team goals are met daily
  • Reporting - Update scopes for weekly dashboard of top issues and top feature requests
  • Sync monthly with product for UA Record & MMF to discuss feature requests/roadmap
  • Document existing processes for escalating and resolving issues

You have:

  • 3+ years in customer service
  • 1+ years in tech support
  • The ability to type 60+ words per minute
  • Excellent writing skills
  • General Computer/Tablet/Smart Phone Knowledge
  • A comprehension of and ability to execute troubleshooting theory
  • A flexible schedule including weekend availability
  • The ability to learn on the fly and adapt to change
  • A team-oriented, peer-positive attitude
  • High Emotional IQ & high levels of professional integrity
  • Dedication to customer satisfaction
  • The ability to work in our Austin office Monday-Friday

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