Technical Support Representative
About The Position
Solve Problems. Support Customers. Make an Impact. Journey Health & Lifestyle is looking for a customer-focused Technical Support Representative who enjoys solving problems, explaining technical information clearly, and helping customers feel confident in the products they use. In this role, you will support Journey’s Business-to-Business customers by providing product information, troubleshooting mechanical and electronic issues, coordinating parts, and helping resolve service concerns by phone, email, and chat. You will serve as a trusted resource for customers while working closely with internal teams to deliver timely, practical solutions.
Requirements
- Experience troubleshooting mechanical, electrical, or electronic components such as gears, motors, processors, or similar equipment.
- Strong problem-solving and logical-thinking skills.
- Excellent verbal and written communication skills.
- Ability to translate complex technical information into simple, practical guidance.
- A positive, customer-focused approach.
- Strong organization and the ability to manage multiple priorities.
- Professionalism when working with demanding customers or difficult situations.
- Ability to think quickly, assess a situation, and make sound decisions.
- Proficiency with Microsoft Office Suite.
- Ability to lift up to 50 pounds.
Responsibilities
- Help B2B customers diagnose and resolve product performance issues remotely.
- Troubleshoot gears, motors, processors, electronics, and related components.
- Explain technical information in a clear, easy-to-understand way.
- Determine the appropriate next steps based on the customer’s needs and the product issue.
- Respond to customer requests by phone, email, and chat.
- Provide accurate product information and service guidance.
- Handle complaints and challenging situations with professionalism, patience, and sound judgment.
- Keep customers informed throughout the service process.
- Coordinate the dispatch of replacement parts to support timely resolution.
- Monitor service activity and follow issues through completion.
- Work with internal departments to resolve customer and product concerns efficiently.
- Maintain accurate service records and customer information.
- Document troubleshooting steps, decisions, and outcomes.
- Conduct product and service training for new and existing customer accounts.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
