Customer Technical Support Specialist

Responsibilities

• 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.
• Maintain and exceed departmental KPIs, including response times, resolution rates, quality assurance, and customer satisfaction goals.

Requirements

• Educational requirement: High school diploma or equivalent.
• Experience requirement: Minimum 1–2 years of experience in customer service, call center, or technical support environment preferred.
• Technical skills: Experience troubleshooting hardware, software, or connected devices strongly preferred.
• Order management experience: Experience supporting order management, logistics, or e-commerce processes preferred.
• Industry experience: Previous work within the fitness or consumer technology industry is beneficial.

Benefits

• Compensation: $19 per hour.
• Benefits: Health & Dental Insurance, Company paid Life Insurance, 401(k), Time Off benefits, Product discounts, Wellness programs.