Technical Support Representative

Key Job Responsibilities




• Deliver prompt, empathetic, and effective support across phone, chat, and other member-facing channels


• Diagnose and resolve technical issues with connected equipment, escalating complex cases with clear documentation


• Use AI-assisted tools to speed resolution and improve first-contact resolution, while still applying independent judgment


• Identify opportunities to save at-risk memberships and recommend applicable parts or accessories, supporting saved-sale and parts attachment goals


• Maintain accurate, detailed case documentation to support root-cause and trend analysis


• Build and maintain a working knowledge of current products, features, and known issues as they evolve


• Advocate for members by surfacing recurring pain points and friction to team leads and cross-functional partners


• Contribute to a high CSAT experience by owning the full interaction, not just the immediate fix


• Participate in coaching, huddles, and skill-building tied to team performance targets


• Stay current on new tools and workflows introduced through ongoing technology rollouts



Qualifications




• High school diploma or equivalent; relevant coursework or certifications a plus


• 6+ months of contact center, customer service, or retail sales experience preferred


• Comfortable troubleshooting connected fitness equipment and basic home network/Wi-Fi connectivity issues


• Proficient using AI-assisted support tools (e.g., agent-assist software) alongside traditional systems


• Strong verbal and written communication skills; professional, patient, and courteous phone/chat presence


• Ability to navigate multiple systems and applications simultaneously while staying focused on the member


• Comfortable with sales-oriented conversations, including identifying save opportunities and recommending relevant parts/accessories


• Problem-solving mindset with the flexibility to think beyond the script when a standard fix doesn't apply


• Flexibility to work a full-time schedule, including evening and weekend shifts


• Adaptability to new technology and process changes, including participating in phased tool rollouts