Technical Support Specialist - Home Fitness & Wellness Equipment
About The Position
21 TSI is a rapidly growing company in the sports industry, having launched multiple brands and fulfilled over 100,000 orders across Canada. With expansion plans in North America, they are building a strong support team to ensure exceptional customer experiences. This role is specifically for a Technical Support Specialist focused on home fitness equipment and recovery systems, not IT or computer support. The specialist will diagnose and resolve issues, guide customers through troubleshooting, identify replacement parts, coordinate with logistics, track warranty cases, report recurring issues, and assist in creating support documentation and product testing.
Requirements
- Mechanical or hands-on experience (bike repairs, fitness equipment, HVAC, mechanical assembly, etc.).
- Customer service experience with strong communication skills.
- Comfortable with tools (screwdrivers, wrenches, multimeter, etc.).
- Logical thinker with good problem-solving skills.
- Organized, responsible, and proactive with follow-ups.
- English required.
Nice To Haves
- French is a strong asset.
- Experience with Zendesk or other ticketing systems.
- Interest in fitness, training, cold exposure, or mechanical systems.
Responsibilities
- Diagnose and resolve issues for treadmills, exercise bikes, adjustable dumbbells, chillers, saunas, and recovery systems via email, phone, or video.
- Guide customers through troubleshooting steps that match their technical comfort level.
- Identify the correct replacement parts using internal tools and resources.
- Coordinate with warehouse/logistics for part shipments or product replacements.
- Track warranty cases and maintain clear documentation.
- Report recurring issues to Quality Control and suppliers to improve product reliability.
- Help create troubleshooting guides, manuals, and FAQs.
- Support product testing and inbound quality control when new shipments arrive.
Benefits
- $22–$30/hour depending on experience (40 hours/week).
- Health and dental insurance after three months.
- Access to TELUS Health virtual care.
- Bi-weekly massages at the office.
- Employee discounts for you, your family, and friends.
- A dynamic team of 25 people where your impact is real.
- The opportunity to grow with fast-expanding brands.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
