Technical Support Specialist

About the role

As a Technical Support Specialist at Watkins Wellness, you’ll serve as the trusted expert providing real-time troubleshooting and diagnostic support for our customers and dealer technicians. You’ll address complex technical challenges involving spas, swim spas, and cold plunge systems—including electrical wiring, plumbing layouts, control panel configurations, and software updates—while delivering calm, clear guidance in a fast-paced contact center environment. Your work will directly impact customer satisfaction and dealer success.

Responsibilities

• Serve as the first line of expert support, diagnosing and resolving technical issues quickly to maintain customer and dealer confidence.
• Create positive customer experiences in high-pressure situations by staying calm, empathetic, and solution-focused.
• Troubleshoot complex challenges involving electrical systems, plumbing layouts, control panels, and software components.
• Collaborate with engineering, product development, and quality teams to escalate recurring issues and share insights for product improvement.
• Empower technicians and internal teams through clear guidance on installation, maintenance, and repair procedures.
• Contribute to training sessions that build confidence and expertise across teams.

Requirements

• Proven experience in spa system diagnostics and technical troubleshooting.
• Strong verbal and written communication skills for clear guidance and collaboration.
• Customer-focused mindset with excellent conflict resolution techniques.
• Familiarity with electrical wiring, plumbing, and control panels.
• Ability to learn and use CRM platforms (e.g., Salesforce, ServiceNow) and call center technology.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Self-motivated and organized, with the ability to manage multiple priorities independently.
• High school diploma or equivalent required; Watkins technical certification or 3+ years of hands-on spa troubleshooting experience preferred.
• Spanish or French fluency is a plus.

Benefits

• Exceptional health and wellness benefits.
• Paid time off.
• Company bonus and profit sharing.
• 401k match.
• Education assistance.

Pay

Hiring range: $19.90–$31.50 per hour. Many factors are taken into consideration in determining pay, including education and location.

Schedule

Full-time.

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, color vision, peripheral vision, and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.