Technical Support Representative

## Description

***Solve Problems. Support Customers. Make an Impact.***

Journey Health & Lifestyle is looking for a customer-focused Technical Support Representative who enjoys solving problems, explaining technical information clearly, and helping customers feel confident in the products they use.

In this role, you will support Journey’s Business-to-Business customers by providing product information, troubleshooting mechanical and electronic issues, coordinating parts, and helping resolve service concerns by phone, email, and chat. You will serve as a trusted resource for customers while working closely with internal teams to deliver timely, practical solutions.

**What You’ll Do**Technical Support & Troubleshooting

• Help B2B customers diagnose and resolve product performance issues remotely.
• Troubleshoot gears, motors, processors, electronics, and related components.
• Explain technical information in a clear, easy-to-understand way.
• Determine the appropriate next steps based on the customer’s needs and the product issue.

Customer Service & Communication

• Respond to customer requests by phone, email, and chat.
• Provide accurate product information and service guidance.
• Handle complaints and challenging situations with professionalism, patience, and sound judgment.
• Keep customers informed throughout the service process.

Parts & Service Coordination

• Coordinate the dispatch of replacement parts to support timely resolution.
• Monitor service activity and follow issues through completion.
• Work with internal departments to resolve customer and product concerns efficiently.

Documentation & Training

• Maintain accurate service records and customer information.
• Document troubleshooting steps, decisions, and outcomes.
• Conduct product and service training for new and existing customer accounts.

**Why Join Journey?**

At Journey Health & Lifestyle, our work helps people live more independently and comfortably. You will join a collaborative team where problem-solving, accountability, customer care, and continuous improvement matter.

If you enjoy combining technical knowledge with customer service and want your work to make a meaningful difference, we would like to hear from you.

Journey Health & Lifestyle is an equal opportunity employer and considers qualified applicants in accordance with applicable laws.

## Qualifications

What You’ll Bring

• Experience troubleshooting mechanical, electrical, or electronic components such as gears, motors, processors, or similar equipment.
• Strong problem-solving and logical-thinking skills.
• Excellent verbal and written communication skills.
• Ability to translate complex technical information into simple, practical guidance.
• A positive, customer-focused approach.
• Strong organization and the ability to manage multiple priorities.
• Professionalism when working with demanding customers or difficult situations.
• Ability to think quickly, assess a situation, and make sound decisions.
• Proficiency with Microsoft Office Suite.
• Ability to lift up to 50 pounds.

What Success Looks Like

• Customers receive timely, accurate, and professional technical support.
• Product issues are diagnosed and resolved efficiently.
• Service records and customer information remain complete and accurate.
• Replacement parts are coordinated correctly and on time.
• Customers and business partners gain confidence through clear communication and effective training.