Customer Care Technician

Position OverviewJNH Lifestyles is seeking a Customer Care Technician to join our Customer Care team. This role is focused on providing high-level technical support and troubleshooting assistance to customers, while also delivering exceptional customer service experiences.This position is ideal for someone who enjoys problem-solving, working directly with customers, and supporting technical products in a structured, process-driven environment. The Customer Care Technician will play a key role in diagnosing issues, guiding customers through solutions, and ensuring a smooth post-purchase experience.Key ResponsibilitiesTechnical Support & TroubleshootingDiagnose and resolve customer-reported technical issues related to products, components, and system functionalityGuide customers through troubleshooting steps clearly and professionallyIdentify when issues require escalation and route appropriatelySupport warranty, repair, and replacement processes as neededDocument technical findings accurately in ticketing systemsCustomer Care & CommunicationProvide professional, empathetic, and solution-focused customer supportRespond to customer inquiries via phone, email, and ticketing platformsManage escalated and time-sensitive issues with urgency and accuracyMaintain clear communication with customers throughout resolution processesWorkflow & Process ComplianceFollow established workflows, escalation procedures, and documentation standardsMaintain accurate ticket updates and case documentationCollaborate with Customer Service, Operations, Warehouse, and Technical teamsAdhere to internal SOPs and service-level expectationsQualificationsRequired:Customer Service experience in a professional environmentTechnical support or troubleshooting experienceStrong problem-solving and critical thinking skillsExcellent written and verbal communicationAbility to explain technical information clearly to non-technical usersStrong attention to detail and documentation accuracyComfortable working in structured workflows and ticketing systemsPreferred:Experience in technical support, IT support, product support, or equipment troubleshootingExperience with CRM or ticketing platformsFamiliarity with logistics, returns, warranty, or service operationsBackground in consumer products, electronics, or equipment supportSkills & AttributesCustomer-focused mindsetHigh accountability and reliabilityStrong organizational and time-management skillsAbility to manage multiple cases simultaneouslyCalm and professional under pressureTeam-oriented with strong cross-department collaboration skillsWhy Join JNH Lifestyles?