Technical Support Specialist (Remote)

Our client is an innovative, direct-to-consumer company in the wellness and hydrotherapy industry, focused on designing premium recovery and relaxation products for residential customers. By combining cutting-edge technology with exceptional customer service, they are redefining the ownership experience from purchase through long-term product support.

Their team is passionate about delivering high-quality products backed by responsive, knowledgeable, and customer-first technical support.

The Role

We are seeking a Technical Support Specialist to serve as the primary point of contact for customer service and technical support inquiries. In this role, you will help customers troubleshoot product issues, coordinate service solutions, manage support tickets, and ensure every customer receives a professional, efficient, and positive support experience.

This is a fully remote, full-time position requiring a fixed 40-hour workweek aligned with U.S. Eastern/Pacific Time business hours. The schedule includes predetermined rotating weekend coverage, with corresponding weekday time off to maintain a consistent 40-hour workweek.

Key Responsibilities

Customer Support & Communication

• Respond to customer inquiries via phone, email, text, and customer support platforms.
• Deliver timely, professional, and empathetic support throughout the customer ownership journey.
• Answer post-purchase product questions and provide guidance on product operation, maintenance, and best practices.
• Maintain accurate customer records and support documentation.
• Manage support cases from initial contact through final resolution.
• Provide a consistently high level of customer satisfaction and service.

Technical Troubleshooting & Diagnostics

• Diagnose and troubleshoot equipment remotely using phone calls, photos, videos, and video conferencing.
• Identify issues involving pumps, heaters, chillers, control systems, plumbing, filtration, water chemistry, and electrical components.
• Guide customers through diagnostic procedures and recommended solutions.
• Determine warranty eligibility and authorize replacement parts when appropriate.
• Escalate complex technical issues as needed.

Service Coordination

• Research, identify, and proactively reach out to qualified local repair technicians and service providers to support customer service needs.
• Dispatch service providers and monitor service completion.
• Provide technical guidance to field technicians.
• Coordinate warranty claims, replacement parts, and service follow-up.
• Serve as the liaison between customers, service providers, and manufacturing partners.
• Develop and maintain troubleshooting guides, knowledge base articles, and customer support documentation.
• Identify recurring product issues and communicate trends to leadership.
• Recommend improvements to support processes and customer experience.
• Assist with testing and validation of troubleshooting procedures.

Required Qualifications

• Hands-on experience servicing hot tubs, spas, pools, HVAC systems, appliances, plumbing, or similar technical equipment.
• Strong understanding of pumps, heaters, plumbing systems, filtration systems, and electrical troubleshooting.
• Ability to diagnose mechanical and electrical issues remotely.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple customer cases simultaneously.
• Comfortable working independently in a fully remote environment.
• Proficiency with computers, video conferencing tools, and customer support software.
• Flexibility to participate in a rotating weekend support schedule (weekday schedule adjusted accordingly).
• Dedicated home office with reliable high-speed internet.
• Ability to house and operate company-provided equipment for product familiarization, testing, and troubleshooting.

Preferred Qualification

• Previous experience in a customer-facing technical support role.
• Experience with warranty administration and service dispatch coordination.
• Familiarity with customer support platforms and ticketing systems.
• Experience creating technical documentation or training materials.
• Knowledge of water care and water chemistry.

Why You'll Love This Opportunity

• Join a fast-growing company in the wellness and recovery technology industry.
• Work directly with an entrepreneurial leadership team.
• Make a meaningful impact on customer satisfaction and product quality.
• Enjoy the flexibility of a fully remote role.
• Be part of a company committed to innovation, quality, and exceptional customer service.

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