Customer Technical Support Specialist

Johnson Health Tech North America seeks a Customer Technical Support Specialist to provide hands-on technical assistance for connected fitness devices and software. This onsite role in Cottage Grove, Wisconsin offers an hourly rate of USD 18 to 20 and requires at least one year of relevant experience, along with a high school diploma or equivalent.

Responsibilities

• Troubleshoot hardware, software, connectivity, account access, firmware updates, and machine operation concerns to restore functionality.
• Assist customers via phone and email with professionalism, accuracy, and empathy, ensuring clear and timely communication.
• Handle order-related inquiries such as order status, shipping issues, returns, service provider visits, cancellations, warranty requests, and replacement needs.
• Adhere to established diagnostic protocols, policies, and workflows to deliver consistent and efficient support.
• Document all customer interactions, resolutions, and escalations accurately in the ticketing system.
• Leverage internal knowledge bases to support troubleshooting, promotions, known issues, and software updates.
• Identify patterns of recurring issues and communicate trends or potential product concerns to leads, Tier 2 support, or leadership.
• Strive to meet or exceed departmental targets related to response time, resolution rate, quality, and customer satisfaction.
• Collaborate with product development, quality, logistics, and other internal teams to facilitate effective issue resolution.
• Participate in cross-training and skill-building opportunities to broaden knowledge and strengthen team coverage.
• Contribute ideas to improve workflows, processes, and the overall customer experience.
• Support department initiatives focused on process refinement and quality improvement.

Requirements

• High school diploma or equivalent is required.
• Advanced degree or certificate is preferred.
• 1 to 2 years of experience in customer service, call center, or technical support is preferred.
• Experience troubleshooting hardware, software, or connected devices is strongly preferred.
• Experience with order management, logistics, or e-commerce processes is preferred.
• Experience in the fitness or consumer technology industry is a plus.

Benefits

• Health and Dental Insurance
• Company paid Life Insurance
• 401(k)
• Time Off benefits
• Product discounts
• Wellness programs