Customer Support Technician (61470)

Core Health & Fitness; Vancouver (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

Core Health & Fitness is seeking a Customer Support Technician to provide technical telephone, chat and email support for end-user customers, ensuring satisfaction and loyalty through superior service.

The role involves troubleshooting fitness equipment, improving service quality metrics, up-selling parts and service agreements, and creating field service cases. Local candidates preferred; HS diploma required; CRM and MS Office skills beneficial.

Qualifications

• Excellent technical troubleshooting ability.
• Excellent mechanical reasoning ability.
• Excellent customer interaction skills.
• Sense of urgency and ownership.
• Must have excellent attendance.
• Ability to work well in a team environment.
• Proficient with MS Suite; CRM experience a plus.
• High school diploma or AA preferred.

Responsibilities

• Answer technical questions and troubleshooting service-related activities on fitness equipment for customers.
• Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including telephone and chat response time, time to resolve an issue, and timely closure of cases.
• Generate revenue by up-selling parts and service agreements.
• Create field services cases.
• Support and manage special projects.
• Assist in input to knowledge base (problem/solution) system.
• Demonstrate high levels of organization and timeliness in all forms of internal and external responsiveness.

Skills

Technical troubleshooting

Customer interaction

Teamwork

Sense of urgency

Organization

Education

High school diploma

AA preferred

Tools

MS Office

CRM experience

Job description

At Core Health & Fitness, our purpose is to live and share our passion for fitness. We bring innovative health and fitness solutions to the global market with brands like StairMaster, Schwinn, Nautilus, Star Trac, Throwdown, Wexer, and we’re still growing. We press into the future of fitness to ensure the creation of quality products and programming that meet the needs of an ever-evolving industry.

At Core we are committed to building an energetic, diverse, and inclusive workspace. We value our differences and see community strength in diversity and representation. We’re always on the lookout for innovators, dreamers and doers who are passionate about fitness and wellbeing. We explore all opportunities to improve ourselves, our business partners, and our communities. If you’re looking for a fulfilling career in helping people, find the best version of themselves, you’ve come to the right place.

We are looking for a Customer Support Technician to join our Team!

Qualifications

General Position Summary

The Customer Support Technician is responsible for providing technical telephone, chat and email support to end-user customers ensuring optimum customer satisfaction and loyalty by providing superior customer service.

Essential Functions / Major Responsibilities

• Answer technical questions and troubleshooting service-related activities on fitness equipment for customers.
• Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to telephone and chat response time, time to resolve an issue, and timely closure of cases.
• Generate revenue by up-selling parts and service agreements.
• Create field services cases.
• Support and manage special projects
• Assist in input to knowledge base (problem/solution) system.
• Demonstrate high levels of organization and timeliness in all forms of internal and external responsiveness.

Specific Job Requirements

• Excellent technical troubleshooting ability.
• Excellent mechanical reasoning ability.
• Excellent customer interaction skills
• Sense of urgency and ownership.
• Must have excellent attendance.
• Ability to work well in a team environment

Education And Experience Requirements

• Proficient with MS Suite (Word, Excel, PowerPoint, and Outlook), CRM experience a plus.
• High school diploma or equivalent required; AA preferred.
• One (1) to Two (2) years of hands-on mechanical experience preferred.
• Previous call center experience preferred.
• Local candidates preferred.

This job description reflects management’s assignment of essential functions. It is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the employee might differ from those outlined in the above job description and, other duties as assigned, might be part of the role. It does not restrict the tasks that may be assigned nor is it considered a contract of employment overriding at-will employment.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Core Health& Fitness is an equal opportunity employer that does not discriminate on the basis of race, color, national origin, sex, disability, age, religion, sexual orientation, gender identity, gender expression, creed, disabled veteran status, marital status, or Vietnam-era veteran status. If you are a person with a disability and you need assistance in applying for a position with Core Health & Fitness, please contact our Human Resources department at [e-mail] and direct assistance will be provided.