Software Specialist II Boca Raton, FL, 33487, Boca Raton - Corporate HQ

Software Specialist II

Full Time • Boca Raton, FL, 33487, Boca Raton - Corporate HQ
The Software Specialist – Level II will work in a multi-functional role which supports Orangetheory Fitness' Information Technology (IT) systems and programs, and studio business operations. To thrive in this role, you will need to be very organized, high aptitude in problem solving, and excellent communication and customer service skills.  This is an advanced level Software Support Specialist role and one that may require training other Specialists on the team as needed.
  • Manage and respond to software support tickets 
  • Contribute to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures
  • Identify, evaluate, promote, and implements customer support best practices 
  • Mentor, support, and cross-trains other service desk analysts
  • Grow deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact
  • Automate and streamline processes and procedure regarding OTBeats
  • Troubleshoot beyond the Level 1 Support Specialists and communicate with vendors, stakeholders and business owners
  • Support and reinforce daily execution of Orangetheory Fitness systems and processes
  • Log and track inquiries using a problem management database and maintains detailed history of all issues and resolutions 
  • Follow up with customers to ensure that their inquiries are resolved 
  • Coordinate the resolution of advanced issues with appropriate teams 
  • Contribute to our Knowledgebase (author and edit knowledge base articles)
  • Assist with Mindbody Online (MBO) database and other OTF systems as required
  • Assist with support for all current and future OTF technologies (training will be provided)
  • Assist in working with all functional teams to set up, maintain and support databases
  • Serve as the subject matter expert in supporting Orangetheory Fitness Business Policies, and reinforce best practices and technical protocol for technology program use in studios 
  • Ability to identify and create Problem tickets or MI (Major Incidents) as well as communicate those resolutions to Management and Team leaders
  • High aptitude in problem solving and customer service excellence
  • Computer operations/network related field or equivalent work experience
  • Interpersonal skills to interact with owners and studio members
  • Excellent communication skills
  • Highly organized and able to multi-task under time constraints
  • Ability to balance and prioritize work 
  • A self-motivated team player
  • Sound customer service and troubleshooting skills
  • High energy, flexible, innovative and the ability to manage responsibilities and priorities in a fast-paced and time-critical environment
  • May be required to work early morning, evening or even weekend shifts
  • May be required to work in a mobile capacity
  • 2+ years of experience in software support or call center environments
  • Experience working in MindBody Online (MBO), Zendesk, Microsoft Applications is highly desirable 
This position does not directly manage employees at this time but may be asked to mentor or train other Specialists as necessary.
This is a full-time position located at the corporate office in Boca Raton, FL

Why Join Orangetheory Corporate?
We offer a competitive salary along with exceptional benefits such as:
  • Free workouts at corporate studios
  • Healthcare Benefits: Medical, Dental, Vision among many other supplemental benefits
  • Employer Paid Benefits: Long-Term Disability and Life Insurance
  • Paid Time Off
  • Holiday Pay
  • Parental Leave Pay
  • State-of-the-Art Wellness Center at Corporate Headquarters
  • 401k Plan with Employer Contribution
  • Team Building, Employee Engagement activities and so much more

Our Company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.


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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Company Benefits & Perks

Benefits are very important to us. We are constantly looking for ways to increase our benefit package to attract and retain top candidates.

Flexible Schedules
Workout for Free
Fitness casual dress-code
Passionate, collaborative work environment