Product Support Specialist

Description

For over 45 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step.

As a Product Support Representative at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!

Responsibilities

• Ask customers targeted questions to work to resolve the problem quickly
• Diagnose and troubleshoot advanced technical issues varying in complexity and determine the appropriate course of action
• Triage customer reported incidents for severity, urgency, and content to ensure consistency and quality in case content
• Perform research to determine if the issue is a known issue or defect
• Deliver timely solutions to customers while maintaining customer satisfaction
• Document precise troubleshooting and customer interaction details
• Work individually and with a team to solve technical problems while communicating trending issues
  
  

Requirements

• Must have experience with troubleshooting mechanical issues
• 1-2 years customer service experience required - Call center preferred
• Familiarity with mechanical, electrical, and software applications
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook
• Ability to work independently, adapt quickly to change, and work within goal-oriented environment
• Ability to re-prioritize a task and adapt to change throughout the workday
• Must be able to physically move and manipulate products - some weighing hundreds of pounds