What are the responsibilities and job description for the Technical Support Representative position at Sparx Hockey?
About Us
Sparx Hockey was founded in 2013 to solve the greatest unmet need in ice skating sports (e.g., hockey and figure skating) - maintaining sharp skates. Today, Sparx is relied upon for high-quality skate sharpening by families, teams, retailers, rinks, and professional skate sharpeners around the world. In addition to Sparx Hockey's exceptional products and record-setting growth, we also pride ourselves on being a fun place to work. Although it's not an employment prerequisite, many of our employees still play, coach, and parent hockey players. We do more than just build great hockey products; we use them ourselves. When we're not working hard or playing hockey our team can be found having a blast at our annual summer outing and impromptu barbecues that fill in the rest of the Sparx annual event calendar. Our global headquarters are in Acton, MA and are home to our R&D, Operations, Marketing, Sales, and Finance teams as well as our production lines and warehouse/distribution center.
Job Summary
The Technical Support Representative will provide hands-on support for both commercial and consumer customers, focusing on technical troubleshooting and repair coordination. This role works closely with Customer Service, Commercial Sales, Engineering, and Service/Repair Technicians, ensuring that every customer receives fast, accurate solutions while helping build stronger tools and documentation for future support.
Reporting to the Customer Success Manager, this position will collaborate with the Customer Service and Commercial Sales teams to maintain seamless communication across all customer touchpoints. The Technical Support Representative will also partner with Engineering to diagnose complex issues, develop repair processes, and continuously enhance the technical support experience for Sparx customers.
Roles and Responsibilities
- Respond to commercial and consumer technical support inquiries via phone, email, and live chat.
- Diagnose hardware and software issues for all generations of Sparx Hockey sharpeners and accessories.
- Coordinate repairs and warranty claims, ensuring efficient and accurate resolution.
- Work cross-functionally with the Commercial Sales and Customer Service teams to ensure consistent communication and issue tracking across commercial accounts and consumer customers.
- Collaborate with engineering to identify root causes, test solutions, and provide detailed product feedback.
- Collaborate with Engineering and other internal teams to develop and maintain technical documentation, including troubleshooting guides, at-home repair instructions, and internal knowledge base articles.
- Partner with Engineering, Commercial Sales, and Customer Service to create and refine support tools and resources for commercial accounts (e.g., shops, teams, retailers).
- Contribute to continuous improvement initiatives by analyzing recurring issues and recommending process or product enhancements.
- Support internal and external training by helping create documentation, repair videos, and technical FAQs.
Qualifications
- Strong diagnostic and technical troubleshooting skills.
- Excellent written and verbal communication.
- Highly organized, analytical, and process-oriented.
- Able to translate technical information into customer-friendly language.
- Technically curious and self-driven to understand new systems and tools.
- Comfortable working collaboratively to resolve complex issues.
- Experience writing and maintaining documentation.
- Ability to work in a fast paced environment.
