Customer Technical Support Specialist

Job description

Description Position Overview: Under 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. 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,...