Customer Technical Support Specialist

Full-time

Description

Position Overview

Under the direction of the Customer Experience Leadership Team the Customer Service Agent provides comprehensive support for customers using our connected fitness products software applications and online store. Agents handle a wide range of inquiries and technical issues across hardware software and order management channels ensuring each customer receives accurate timely and professional assistance.

This position requires adaptability in a dynamic environment strong critical thinking abilities and the capacity to manage multiple systems and communication platforms. Agents will support customers via phone and email while collaborating cross-functionally with internal teams to ensure successful resolution of customer needs and contribute to continuous improvement initiatives.

Responsibilities

Customer Support :

Troubleshoot and resolve hardware software and connectivity issues account access firmware updates and machine operation concerns.

Manage order-related inquiries such as status updates shipping issues returns service provider visits cancellations and warranty or replacement requests.

Accurately document interactions resolutions and escalations in the ticketing systems.

Follow established diagnostic protocols policies and workflows to ensure consistency and efficiency.

Identify recurring issues and communicate trends or potential product concerns to leads or Tier 2 or leadership.

Meet or exceed departmental KPIs including response times resolution rates quality assurance and customer satisfaction goals

Cross-Functional Collaboration & Internal Support :

Participate in cross-training and skill-building across functional areas to increase departmental flexibility and service coverage.

Collaborate with product development quality and logistics teams to ensure continuous feedback on product or process improvements.

Use knowledgebase for all troubleshooting promotions known issues and software updates.

Customer Experience & Continuous Improvement :

Demonstrate professionalism and empathy in all customer interactions to build long-term satisfaction and brand loyalty.

Proactively identify opportunities to improve the customer experience and operational workflows.

Support department initiatives related to process refinement and quality enhancement.

Uphold company values by fostering teamwork accountability and integrity across all channels of communication.

Requirements

Education :

High school diploma or equivalent required.

Advanced degree or certificate preferred

Experience :

Minimum 12 years of experience in customer service call center or technical support environment preferred.

Experience troubleshooting hardware software or connected devices strongly preferred.

Experience supporting order management logistics or e-commerce processes preferred.

Previous work within the fitness or consumer technology industry is beneficial.

Benefits :

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include :

Health & Dental Insurance

Company paid Life Insurance

401(k)

Time Off benefits

Product discounts

Wellness programs

EOE / M / W / Vet / Disability

#ZR

Salary Description

$18.00 to $20.00 per hour

Required Experience :

IC

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1

Hourly Salary Salary : 18 - 20