Product Support Specialist

Product Support Specialist

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.

If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!

As a Product Support Specialist at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. Your focus will be on the mechanical and electrical operation of equipment, this is not an IT role.

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 and electrical 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