Technical Call Center Specialist

Technogym USA United States•Jersey City, NJ

About The Position

Our Company Technogym inspires 70 million daily users to train using our innovative & engaging solutions for fitness, sport and health . By promoting the Healthness lifestyle of exercise, a balanced diet, and a positive mental approach, AI Tracking & Longevity, Technogym has rapidly grown into a success story of over 2,800 employees at 16 branches, expanding to more than 150 countries. It has been selected as Official Supplier to 10 editions of the Olympic Games - from Sydney 2000 to Milano Cortina 2026. Suppose you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams. In that case, you have the right spirit to join Technogym because you have the IMBESTIO ! You will naturally fit our culture if you work out and live a healthy lifestyle, are proactive, determined, and are digitally savvy. Move with us for a better world! Your Role If you thrive working in the Services field and you are obsessed with ensuring care user satisfaction, this is the position for you! One of Technogym’s goals is to satisfy 100% of our customers and end-users. Our Services teams are always aiming to improve their service quality, to provide the best fitness experience anywhere. We are looking for an energetic, results-driven Technical Call Center Specialist who will be responsible for recording, administering and managing incoming customer issues, queries and complaints, striving for customer satisfaction at all times through professional expertise. In this role, you will play a key part in providing a high-class level of service in terms of 'First Time Fix Rate' and 'Time to Service'. Your Impact Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers Handle support requests originating from clients and transfer the necessary parts order to the back office Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed Guarantee product data collection from the market Manage the collection of feedback data related to products Proactively support CATs in order to keep support costs down Effectively record and manage incoming cases (technical issues and queries) and customer complaints Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s Interact with service teams to ensure timely resolution of issues in line with Customer SLA’s Maintain data accuracy within the working systems at all times About You Ideally, you are passionate about working out, enthusiastic and proactive, while also down-to-earth and ethical. You are customer-focused and able to adapt to different personality types.

Requirements

1-3 years’ experience in a call center environment or in a customer service support role
High School Diploma or Bachelor’s Degree
Strong phone and verbal communication skills along with active listening skills
Knowledge of customer service practices and principles
Familiarity with CRM systems
Ability to multi-task, set priorities and manage time effectively

Responsibilities

Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers
Handle support requests originating from clients and transfer the necessary parts order to the back office
Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed
Guarantee product data collection from the market
Manage the collection of feedback data related to products
Proactively support CATs in order to keep support costs down
Effectively record and manage incoming cases (technical issues and queries) and customer complaints
Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s
Interact with service teams to ensure timely resolution of issues in line with Customer SLA’s
Maintain data accuracy within the working systems at all times