The Technical Support Representative I is responsible for providing technical telephone support to end user customers, authorized service providers, and dealers, ensuring optimum customer satisfaction and loyalty by providing superior customer service.

JOB DUTIES AND RESPONSIBILITIES:

• Answer technical questions and troubleshooting service-related activities on fitness equipment for customers directly or indirectly, through the support of authorized service providers, and dealers.
• Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to telephone response time, time to resolve an issue, and timely closure of Support Incidents.
• Coordinate parts shipments, verify warranty status, and create Field Service workorders.
• Generate revenue by up-selling parts and service agreements.
• Assists in input to knowledge base (problem/solution) system.
• Good mechanical skills.
• Strong Technical troubleshooting ability.
• Excellent customer interface skills.
• Excellent attendance record.
• Customer Service - Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, maintains pleasant and professional image.
• Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
• Teamwork - Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
• Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
• The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

REQUIREMENTS:

• A degree or equivalent preferred.
• At least a year of related experience required.
• Familiarity with MS Suite (Word, Excel, PowerPoint, and Outlook), Oracle experience a plus.