Technical Support Specialist Needed
Budget / Salary$1,500–3,000
TypeFreelance project
LocationRemote
Posted1 hour ago
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 position operating during standard Pacific Time business hours.
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
Coordinate with local service technicians and contractors when on-site support is required.
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.
Documentation & Continuous Improvement
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.
Ability to work during standard Pacific Time business hours.
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.
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 position operating during standard Pacific Time business hours.
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
Coordinate with local service technicians and contractors when on-site support is required.
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.
Documentation & Continuous Improvement
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.
Ability to work during standard Pacific Time business hours.
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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