Sr. Customer Solutions Specialist - Enterprise; Internal

Sr. Customer Solutions Specialist - Enterprise

Location:

Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad

Working Hours:

Eastern Time Zone (Any scheduled 8-hour shift within a 24-hour period, for 5 days per week, from Monday to Sunday) Job Nature: Permanent, Full-time (40 hours per week)

About Us:

Wellness Living isn't just our name, it's who we are. We're a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business.

Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business When you join Wellness Living, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating.

We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.

About You:

Are you solely focused on closing tickets as fast as possible? If yes, DO NOT APPLY! At Wellness Living, putting our customers first is at the heart of everything we do, and the Customer Solutions team lives by this core value every day. We believe in solving problems together—valuing empathy, clear communication, and understanding above all else. Our team takes pride in delivering thoughtful, effective solutions while staying focused on the needs of our customers.

As a Customer Solutions Specialist, you'll be the first point of contact for our customers, driven by a genuine passion for helping others and ensuring their success. You'll take ownership of each issue and be responsible for providing well-communicated, personalized solutions, no matter how complex. Your problem-solving skills and technical knowledge will ensure that customers feel supported and understood at every step.

If you're ready to make a real impact by solving meaningful customer issues, understanding their business needs, and delivering exceptional service, Wellness Living is the place for you.

Key Responsibilities:

• Serve as the primary point of contact for our Enterprise customers, providing personalized and dedicated technical support.
• Respond to incoming support requests via email and assist Enterprise businesses in troubleshooting technical issues.
• Serve as the primary point of contact for escalated technical issues, providing advanced troubleshooting and problem-solving expertise.
• Investigate and resolve complex software and hardware problems by analyzing system logs and conducting root cause analysis.
• Collaborate with other departments, such as Customer Success, to resolve issues that require cross-functional expertise.
• Build and maintain strong relationships with enterprise customers, serving as a trusted advisor and technical expert.
• Conduct training sessions and workshops for Enterprise businesses.
• Act as a subject matter expert, providing guidance and mentorship to junior technical solutions specialists.
• Manage customer expectations by setting realistic timelines for issue resolution and following up with customers to ensure satisfaction.
• Accurately document customer interactions, troubleshooting steps, and solutions in the ticketing system or knowledge base.
• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and resolutions.
• Stay up to date with the latest product updates and industry best practices.
• Collaborate with cross-functional teams to develop and implement innovative solutions to complex technical challenges.
• Actively participate in training sessions and workshops to enhance technical skills and knowledge.
• Provide feedback to…