Customer Technical Support Specialist

Johnson Health Tech Companies•Cottage Grove, WI

1d•Onsite

About The Position

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.

Requirements

High school diploma or equivalent required.
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.
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.

Nice To Haves

Advanced degree or certificate preferred.
Experience in the fitness or consumer technology industry is a plus.

Responsibilities

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.
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.
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.