Support Specialist - 365 Member Access

Seamless integration. Total control. Real human support.365 Member Access, 10 Fitness's sister company, was created by operators who needed better control over doors, amenities, and member experience. Support SpecialistJob Description 365 Member Access empowers gym and health club operators with convenient tools and resources to manage member experiences. 365 Member Access provides access control solutions and other member-centric tools, creating a seamless and supportive fitness ecosystem. Our sister company, 10 Fitness, is a leading fitness club chain dedicated to providing affordable and accessible fitness options to communities. We believe that everyone deserves the opportunity to achieve their health and wellness goals. Together, 10 Fitness and 365 Member Access are committed to innovation and excellence in the fitness industry. We're a fast-paced, collaborative environment where innovation and creativity are celebrated, and where you can directly impact the health and well-being of our members and the success of our partners. About the Role: 365 Member Access is an access control platform for gyms. When something breaks—a door reader won't scan, a member can't get in, an admin can't pull a report—it comes to support first. This role is the front door for all of that, whether it comes in as a ticket or a phone call. You'll be the person who figures out what's actually going on, fixes what can be fixed, and makes sure everything else gets to the right team with enough detail that they can act on it immediately. Responsibilities:Answer incoming support calls and work tickets in Jira—often both at the same timeTriage what comes in—read it, understand it, prioritize itTroubleshoot live on the phone with club staff, walking them through steps on their endRun first-line troubleshooting on both hardware (readers, controllers, network connectivity) and software (admin portal and the backend behind it)Dig through logs and system output to figure out what actually happened, not just what was reportedResolve what you can directly, and know when to stop and escalateCategorize issues accurately so patterns are visible over timeWrite up escalations in Jira that contain what the next team needs—device IDs, timestamps, location, steps to reproduce, relevant log output, what you already triedDocument phone conversations as tickets so nothing lives only in someone's headCommunicate status back to clubs and clients so nobody's left wonderingFlag recurring problems— if the same issue shows up ten times, that's informationWe're looking for:Experience in tech support, help desk, or customer service... phone support specifically is a plusComfortable talking someone through a fix over the phone, including people who aren't technical and are having a bad dayComfortable reading technical logs... you don't need to know the codebase, but you should be able to scan output, spot errors, and pull out the parts that matterComfortable troubleshooting hardware... again, not an engineer, but able to work through "is it powered, is it online, is it configured right"Solid written communication... a lot of this job is writing clearly under pressureGood judgment on when to dig in vs. when to hand offOrganized enough to keep dozens of open tickets straight while the phone is ringing Nice to have:Experience with access control, IoT, or connected hardwareExperience with JiraBasic comfort with querying data to answer "did this actually happen"Gym or fitness industry background This job description intends to describe the general nature and level of work being performed by the people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant. Equal Employment Opportunity: 10 Fitness provides equal employment opportunities and is committed to a workplace free from discrimination and harassment. We welcome applicants with diverse backgrounds and experiences.