Tier 2 Technical Support Agent

🔥 3 hours ago

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Hapana

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🏨 Hospitality

📣 Marketing

Healthcare • Hospitality • Marketing

Hapana is a comprehensive management software solution catering to fitness studios and related businesses. Designed for single studios and multi-site fitness organizations, Hapana offers tools to streamline operations, manage memberships, and enhance member engagement. It provides features such as gym member management, custom membership packages, secure online billing, scheduling of classes, and marketing automation. The platform supports various fitness modalities, including Pilates, Yoga, Barre, Functional, HIIT, Spin, Martial Arts, and Boxing. With advanced analytics, personalized mobile apps, and a digital content suite, Hapana aims to empower fitness studios to operate efficiently and grow sustainably.

📋 Description

• Manage a high volume of Tier 2 support tickets, resolving complex technical issues, escalating where needed and meeting SLA requirements while maintaining accuracy under pressure. • Serve as the team's subject matter expert on web development concepts including APIs, webhooks and authentication. • Build deep working knowledge of CRM systems, particularly GoHighLevel. • Troubleshoot payment processing, billing concerns and verification issues, escalating unresolved cases and keeping customers informed throughout resolution. • Identify opportunities to improve support processes. • Create knowledge base articles and videos. • Coordinate support-related data tasks. • Build strong relationships with CSMs, Development, Product, Onboarding and Sales. • Validate technical requirements and ensure stakeholders have accurate information. • Work effectively under pressure, independently and with supervision, across a demanding ticket queue. • Become the go-to technical expert for complex, escalated support issues. • Consistently meet SLA and accuracy targets. • Strengthen the knowledge base and help shape support processes.

🎯 Requirements

• Experience in technical support or a Tier 2 support role, preferably within SaaS or software environments. • Strong troubleshooting, analytical and problem-solving abilities. • Familiarity with APIs, webhooks and basic web development concepts. • Excellent written and verbal communication skills, including simplifying complex technical issues for non-technical audiences. • Strong organisational skills and ability to manage multiple tasks in a fast-paced environment. • Experience with Stripe or other payment processors is a plus. • Basic experience with CRM platforms is highly advantageous. • Ability to collaborate effectively across multiple departments. • Ability to work on weekends, with two rostered days off during the week. • Ability to work independently and with supervision under pressure. • Ability to meet SLA and accuracy requirements.

🏖️ Benefits

• Birthday Leave – Take your birthday off, on us. • Wellness Days – Two additional wellbeing days each year, separate from annual leave. • Work From Anywhere – Spend up to two weeks each year working from anywhere in the world. • Home Office Allowance – Create a workspace you'll genuinely enjoy. • Paid Parental Leave – Supporting both primary and secondary carers.