Under the direction of the Customer Experience Leadership Team, the Customer Service Agent provides comprehensive support for customers using our connected fitness products, software applications, and online store. Agents handle a wide range of inquiries and technical issues across hardware, software, and order management channels, ensuring each customer receives accurate, timely, and professional assistance.
This position requires adaptability in a dynamic environment, strong critical thinking abilities, and the capacity to manage multiple systems and communication platforms. Agents will support customers via phone, and email while collaborating cross-functionally with internal teams to ensure successful resolution of customer needs and contribute to continuous improvement initiatives.
Responsibilities
Customer Support:
• Troubleshoot and resolve hardware, software, and connectivity issues, account access, firmware updates, and machine operation concerns.
• Manage order-related inquiries such as status updates, shipping issues, returns, service provider visits, cancellations, and warranty or replacement requests.
• Accurately document interactions, resolutions, and escalations in the ticketing systems.
• Follow established diagnostic protocols, policies, and workflows to ensure consistency and efficiency.
• Identify recurring issues and communicate trends or potential product concerns to leads or Tier 2 or leadership.
• Meet or exceed departmental KPIs, including response times, resolution rates, quality assurance, and customer satisfaction goals
Cross-Functional Collaboration & Internal Support:
• Participate in cross-training and skill-building across functional areas to increase departmental flexibility and service coverage.
• Collaborate with product development, quality, and logistics teams to ensure continuous feedback on product or process improvements.
• Use knowledgebase for all troubleshooting, promotions, known issues, and software updates.
Customer Experience & Continuous Improvement:
• Demonstrate professionalism and empathy in all customer interactions to build long-term satisfaction and brand loyalty.
• Proactively identify opportunities to improve the customer experience and operational workflows.
• Support department initiatives related to process refinement, and quality enhancement.
• Uphold company values by fostering teamwork, accountability, and integrity across all channels of communication.
Requirements
Education:
• High school diploma or equivalent required.
• Advanced degree or certificate preferred
Experience:
• Minimum 1–2 years of experience in customer service, call center, or technical support environment preferred.
• Experience troubleshooting hardware, software, or connected devices strongly preferred.
• Experience supporting order management, logistics, or e-commerce processes preferred.
• Previous work within the fitness or consumer technology industry is beneficial.
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities.
Some of our outstanding benefits include:
• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Time Off benefits
• Product discounts
• Wellness programs
EOE/M/W/Vet/Disability
#ZR
Johnson Health Tech is among the world’s largest and fastest-growing fitness equipment manufacturers and is home to some of the most respected brands in the fitness industry, including Matrix, Vision and Horizon. The company manufactures a wide assortment of fitness equipment for both commercial and residential use, including treadmills, elliptical trainers, exercise bikes, and strength training equipment.
