Customer Technical Support Specialist

Socket.dev; Vancouver (WA); On-site; USD 42,000 - 62,000; 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 I to help customers stay connected with our connected fitness products, software and online store. You will troubleshoot hardware, software, and account access while delivering a professional, empathetic experience.

In a fast-paced environment, you’ll document interactions, follow diagnostic protocols, and collaborate with product, logistics and quality teams to resolve issues and improve the customer journey.

Qualifications

• Strong written and verbal communication skills.
• Strong critical thinking and problem-solving abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Attention to detail and excellent documentation.

Responsibilities

• Troubleshoot hardware, software, connectivity, and account access issues.
• Assist customers with order management, shipping, returns and warranties.
• Document interactions and resolutions in ticketing systems with accuracy.
• Collaborate with product, quality, logistics, and support teams to resolve complex issues.

Education

High school diploma or equivalent

Advanced degree or certificate preferred

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.

We’re looking for a Customer Technical Support Specialist I who enjoys solving problems, supporting customers, and working in a fast-paced environment where no two questions are exactly the same. If you’re someone who can stay calm under pressure, think through technical issues, and create a positive customer experience along the way, this could be a great fit.

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.