Customer Technical Support Specialist

Job Type 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 :

Customer Experience & Continuous Improvement :

Requirements

Education :

Experience :

Benefits :

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

Some of our outstanding benefits include :

EOE / M / W / Vet / Disability

#ZR

Salary Description $18.00 to $20.00 per hour