Customer Technical Support Specialist

Under the direction of the Customer Experience Leadership Team, the Customer Technical Support Specialist - Application Support 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.

Responsibilities

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.

• High school diploma or equivalent required.

• Advanced degree or certificate preferred

Experience:

• Minimum 1-2 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.

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