Connected Fitness Tech Support Specialist

Johnson Health Tech North America; Vancouver (WA); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health & Dental Insurance

Company paid Life Insurance

401(k)

Time Off benefits

Product discounts

Wellness programs

Job summary

Johnson Health Tech North America is seeking a Customer Technical Support representative to help customers stay connected and moving. The role covers troubleshooting hardware, software, connectivity, firmware, and machine operation, with professional, empathetic phone and email support.

As part of the team, you will manage order-related inquiries, document interactions in ticketing systems, and collaborate with product, logistics, and other internal teams to improve processes and the customer

Qualifications

• 1–2 years in customer service, call center, or technical support preferred.
• Experience troubleshooting hardware, software, or connected devices preferred.
• Experience with order management, logistics, or e-commerce processes preferred.
• Experience in the fitness or consumer technology industry is a plus.

Responsibilities

• Troubleshoot hardware, software, connectivity, account access, firmware updates, and machine operation concerns.
• Support customers through phone and email interactions with professionalism, accuracy, and empathy.
• Manage order-related inquiries, including order status, shipping issues, returns, service provider visits, cancellations, warranty requests, and replacement needs.
• Follow established diagnostic protocols, policies, and workflows to provide consistent and efficient support.
• Accurately document customer interactions, resolutions, and escalations in ticketing systems.
• Identify recurring issues and communicate trends or potential product concerns to leads, Tier 2 support, or leadership.

Skills

Communication

Troubleshooting

Order management

Cross-functional teamwork

Documentation

Education

High school diploma

Advanced degree/certificate

Tools

Ticketing systems

CRM software

Job description

Johnson Health Tech North America is seeking a Customer Technical Support representative to help customers stay connected and moving. The role covers troubleshooting hardware, software, connectivity, firmware, and machine operation, with professional, empathetic phone and email support.

As part of the team, you will manage order-related inquiries, document interactions in ticketing systems, and collaborate with product, logistics, and other internal teams to improve processes and the customer