Customer Support Technician

Star Tec Vancouver , WA 98660

Posted 4 weeks ago

Do you enjoy taking things apart and putting them back together? Do you find yourself tinkering with your personal vehicle or home computer? We are looking for a Customer Support Technician to provide a delightful experience for our customers who need a bit of over the phone troubleshooting to get their fitness equipment up and running again.

In this position, you will use your patience, strong verbal communication, knowledge of the inner workings of manufactured goods and your awesome personality to provide world class customer service. See your all-star troubleshooting turn in to a career at Core Health & Fitness, LLC.

The Customer Support Technician is responsible for providing technical support for commercial fitness equipment to end-user customers via email, phone and other remote methods, while ensuring optimum customer satisfaction and loyalty through superior customer service.

Essential Functions / Major Responsibilities

  • Ensures optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to, telephone response time, time to resolve an issue and timely closure of cases

  • Demonstrates high levels of organization and timeliness in all forms of internal and external responsiveness

  • Provides basic technical support and assistance to clients via email, phone and/or other remote methods

  • Addresses and responds to customer inquiries regarding the technical and mechanical functions of commercial fitness equipment, including troubleshooting and maintenance

  • Documents client interactions in CRM system, including details of inquiries, complaints, comments and actions taken

  • Creates field service cases

  • Generates revenue by up-selling parts and service agreements

  • Assists in the addition of information to knowledge base (problem/solution) system

Specific Job Requirements

  • Ability to troubleshoot technical, operational and maintenance issues using remote methods such as phone, email and visual support

  • Mechanical reasoning ability

  • Strong oral and written communication and customer interaction skills

  • Sense of urgency and ownership

  • 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

  • Minimum one-year hands-on mechanical experience preferred

  • Previous call center experience preferred.

  • Local candidates preferred.

  • 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 call our Human Resources Department at 360-836-3622 or email us directly at hr@corehandf.com and direct assistance will be provided.


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Customer Support Technician

Star Tec