Company OverviewFor 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.ResponsibilitiesAsk customers targeted questions to resolve the problem quicklyDiagnose and troubleshoot advanced technical issues varying in complexity and determine the appropriate course of actionTriage customer‑reported incidents for severity, urgency, and content to ensure consistency and quality in case contentPerform research to determine if the issue is a known issue or defectDeliver timely solutions to customers while maintaining customer satisfactionDocument precise troubleshooting and customer interaction detailsWork individually and with a team to solve technical problems while communicating trending issuesRequirementsMust have experience with troubleshooting mechanical and electrical issues1‑2 years customer service experience required – call center preferredFamiliarity with mechanical, electrical, and software applicationsProficient with MS Office (Word, Excel, PowerPoint, and Outlook)Ability to work independently, adapt quickly to change, and work within a goal‑oriented environmentAbility to re‑prioritize a task and adapt to change throughout the workdayMust be able to physically move and manipulate products – some weighing hundreds of pounds#J-18808-Ljbffr