Customer Technical Support Specialist

Johnson Health Tech North America; Town of Cottage Grove (WI); On-site; USD 42,000 - 64,000; 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 specialist to help customers stay connected, confident, and moving. You will troubleshoot hardware, software, connectivity, account access, firmware, and machine operation concerns, while assisting customers via phone and email with accuracy and empathy.

You will also manage order-related inquiries, including status, shipping, returns, warranties, and replacements.

Qualifications

• High school diploma or equivalent required.
• Experience in customer service or tech support preferred.
• Familiarity with hardware/software troubleshooting is a plus.

Responsibilities

• Troubleshoot hardware, software, connectivity, account access, firmware, and machine operation concerns.
• Handle phone and email inquiries with professionalism and empathy.
• Manage order-related inquiries including status, shipping, returns, warranties, and replacements.
• Document interactions and resolutions in ticketing systems.

Skills

Strong written and verbal comms

Multitasking across systems

Problem solving

Customer focus

Team collaboration

Education

High school diploma or equivalent

Advanced degree or certificate preferred

Tools

Ticketing systems

CRM software

Knowledge base access

Job description

Description

Help Customers Stay Connected, Confident, and Moving

At Johnson Health Tech North America, we create fitness experiences that help people move better, feel stronger, and stay connected to their wellness goals. Our Customer Technical Support team plays a key role in that mission by helping customers get the most out of our connected fitness products, software applications, and online store.

Job Type

Full-time

Why This Role Matters

When a customer reaches out, they're often looking for more than a quick answer - they're looking for confidence that someone understands the issue and can help them move forward. In this role, you'll troubleshoot hardware, software, connectivity, account access, firmware, machine operation, order management, shipping, returns, warranties, and replacement requests.

You'll be part problem-solver, part customer advocate, and part connector between customers and the teams that help improve our products and processes.

How You'll Make An Impact

Solve Customer Questions with Confidence

• 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.

Keep the Details Moving

• Accurately document customer interactions, resolutions, and escalations in ticketing systems.
• Use internal knowledgebase resources to support troubleshooting, promotions, known issues, and software updates.
• Identify recurring issues and communicate trends or potential product concerns to leads, Tier 2 support, or leadership.
• Meet or exceed departmental goals related to response time, resolution rate, quality, and customer satisfaction.

Collaborate Across the Business

• Partner with product development, quality, logistics, and other internal teams to support successful issue resolution.
• Participate in cross-training and skill-building opportunities to expand your knowledge and strengthen team coverage.
• Contribute ideas that help improve workflows, processes, and the overall customer experience.
• Support department initiatives focused on process refinement and quality improvement.

Requirements

What You'll Need to Succeed

Education

• High school diploma or equivalent required.
• Advanced degree or certificate preferred.

Experience

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

Skills That Will Help You Thrive

• Strong written and verbal communication skills.
• Comfort navigating multiple computer systems, databases, and communication platforms at the same time.
• Strong critical thinking and problem-solving skills.
• Ability to prioritize tasks and manage time in a fast-paced environment.
• Professionalism, adaptability, and emotional intelligence in customer interactions.
• A team-oriented mindset and willingness to cross-train across functions.
• Strong attention to detail and commitment to accurate documentation.

Ready to Help Customers Move Forward?

If you enjoy solving problems, supporting customers, and being part of a team that takes pride in delivering strong customer experience, we'd like to hear from you. Join Johnson Health Tech North America and help customers stay connected, confident, and moving.

Benefits

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

Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities.