Technical Support Representative

LifeSpan Fitness, the leading brand in Standing Desk Treadmills. We are currently looking to expand our team in the Customer Service Department. Looking to hire fast learning, and technical savvy team members that can help service our products.

**Please provide Resume, along with Video Self Introduction**

Technical Support Representative, responsibilities, but not limited to:
-Read and fully understand LifeSpan Product, Owner’s Manuals and Service Manuals
-Problem-solve and troubleshoot various technical issues that may arise with product
-Receive inbound calls on product and assist technicians and customers over the phone
-Review and respond to all inbound internet inquires, emails and voicemails in a timely manner
-Convey an enthusiastic attitude for LifeSpan products
-Enter in all inquiries and interactions in a call log system
-Communicate potential safety issues immediately to QC and CS managers
-Take note of any trending product problems and submit to the Customer Service Manager
-Various other Customer Service and Warranty related tasks.

Potential promotion to Technical Support Manager.

As the Technical Support Manager you will be responsible for assisting the Customer Service department with the following duties, not to be exclusive:
-Define, implement and manage technical support processes and procedures
-Manage 1st and 2nd line technical support personnel.
-Produce weekly and monthly summary management reports on technical support tickets.
-Manage and report on the RMA process, including root cause analysis and remedial action.
-Manage prioritization, escalation and resolution of support incidents to the development team
-Ensure the ticketing and documentation process for all support incidents is adhered to.
-Manage on-site support services as required
-Manage the process of communicating new software updates and releases to customers
-Manage the online FAQ and support article knowledge base Define and manage the QA/QC testing process for all software and hardware releases.
-Collects data and prepares reports on customer complaints and inquiries.
-Continues handling tasks of Technical Support Associate when needed.