Customer Technical Support Specialist

Customer Service AgentUnder 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. 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: Participate in cross-training and skill-building across functional areas to increase departmental flexibility and service coverage. Collaborate with product development, quality, and logistics teams to ensure continuous feedback on product or process improvements. Use knowledgebase for all troubleshooting, promotions, known issues, and software updates. Customer Experience & Continuous Improvement: Demonstrate professionalism and empathy in all customer interactions to build long-term satisfaction and brand loyalty. Proactively identify opportunities to improve the customer experience and operational workflows. Support department initiatives related to process refinement, and quality enhancement. Uphold company values by fostering teamwork, accountability, and integrity across all channels of communication. Requirements: Education: High school diploma or equivalent required. Advanced degree or certificate preferred Experience: Minimum 12 years of experience in customer service, call center, or technical support environment preferred. Experience troubleshooting hardware, software, or connected devices strongly preferred. Experience supporting order management, logistics, or e-commerce processes preferred. Previous work within the fitness or consumer technology industry is beneficial. Benefits: We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include: Health & Dental Insurance Company paid Life Insurance 401(k) Time Off benefits Product discounts Wellness programs EOE/M/W/Vet/Disability #ZR