Johnson Health Tech North America · 2 months ago
Customer Technical Support Specialist
Vancouver, WA
Full-time
Onsite
Entry Level
$18/hr - $20/hr
1+ years expJohnson Health Tech North America is seeking a Customer Technical Support Specialist to provide comprehensive support for customers using their connected fitness products and software applications. The role involves troubleshooting technical issues, managing order-related inquiries, and collaborating with internal teams to enhance customer satisfaction and operational workflows.
FitnessPersonal HealthWellness
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
Qualification
Required
High school diploma or equivalent required
Adaptability in a dynamic environment
Strong critical thinking abilities
Capacity to manage multiple systems and communication platforms
Troubleshoot and resolve hardware, software, and connectivity issues
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
Demonstrate professionalism and empathy in all customer interactions
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
Preferred
Advanced degree or certificate preferred
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
Benefits
Health & Dental Insurance
Company paid Life Insurance
401(k)
Time Off benefits
Product discounts
Wellness programs
Company
Johnson Health Tech North America
Johnson Health Tech North America is the world’s largest and fastest-growing fitness equipment manufacturers.
1001-5000 employees
H1B Sponsorship
Johnson Health Tech North America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (2)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase