74,860 Email Support Specialist jobs in the United States

• Provide exceptional customer service and technical support to users via multiple channels (phone, email, chat).
• Troubleshoot and resolve software-related issues, guiding customers through solutions.
• Accurately diagnose technical problems and escalate to appropriate teams when necessary.
• Maintain detailed records of customer interactions and issue resolution in the CRM system.
• Contribute to the creation and maintenance of a comprehensive knowledge base.
• Identify trends in customer inquiries and provide feedback to product development teams.
• Ensure customer satisfaction by delivering timely and effective solutions.
• Adhere to service level agreements (SLAs) and company support policies.
• Stay up-to-date with product updates and new features.
• Collaborate with team members to share knowledge and best practices.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in customer service or technical support roles.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong understanding of software applications and common technical issues.
• Excellent verbal and written communication skills.
• Exceptional problem-solving and active listening skills.
• Ability to work effectively both independently and as part of a team.
• Patience, empathy, and a customer-centric attitude.
• Ability to manage time effectively and prioritize tasks in a hybrid work environment.

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Guide customers through step-by-step solutions for technical problems.
• Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Document all customer interactions, troubleshooting steps, and resolutions in the helpdesk system.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Identify recurring technical issues and collaborate with product development to implement solutions.
• Train and mentor junior technical support representatives.
• Contribute to the continuous improvement of support processes and customer satisfaction.
• Gather customer feedback and provide insights to improve product offerings.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Stay current with product updates and technical advancements.

Job Type

Full-time

Description

About Us:

As a worldwide fitness, wellness, and health leader built on family values, Johnson Health Tech serves people who want to live better lives with products that provide superior experiences-in the club, the home, and beyond. Our success is powered by innovation driven by cross-cultural collaboration, thoughtful design, uncompromising quality, and an ironclad commitment to being the very best global citizen.

At Johnson Fitness & Wellness, the nation's largest specialty fitness dealer, we're building teams that reflect those values. That's where you come in.

The Opportunity:

We're seeking an experienced Customer Service & Technical Support Manager to elevate the service experience across our business. Reporting directly to the President of US Retail, this high-impact role will lead a team of 10+ professionals and supervisors while partnering closely with field service providers and cross-functional leaders. Your leadership will shape the way customers-dealers, consumers, and commercial partners-experience Johnson.

What You'll Do:

• Lead, coach, and grow a team of 10+ staff and supervisors, creating a culture of accountability, collaboration, and service excellence.

• Manage daily call center operations and coordinate with field service providers to ensure seamless support.

• Build workflows and procedures that improve efficiency, effectiveness, and customer satisfaction.

• Champion a best-in-class support experience across phone, email, and chat.

• Use data and reporting to analyze KPIs, spot trends, and propose solutions to tactical and strategic challenges.

• Partner with internal teams to resolve issues, reduce field concerns, and continuously improve the customer journey.

Requirements

What We're Looking For:

• 7+ years of progressive call center management experience, with at least 5 years leading people directly.

• Strong background in technical support leadership and process improvement.

• Proven success in building and motivating high-performing teams.

• Mechanical/troubleshooting skills (fitness equipment experience a plus).

• Strong communicator and collaborator with a track record of operational impact.

• CRM expertise and workflow management skills.

• Bachelor's degree or equivalent experience.

What's In It for You:

We know that taking care of our customers starts with taking care of our people. You'll find an environment that values growth, collaboration, and well-being-plus competitive benefits, including:

• Health & Dental Insurance

• Company-paid Life Insurance

• 401(k) with company match

• Generous Paid Time Off

• Employee product discounts

• Wellness programs

Why You'll Love It Here:

This isn't just about managing a team-it's about defining the customer experience for a global leader in fitness and wellness. If you're energized by leading people, solving problems, and building processes that stand out, we'd love to hear from you.

EOE/M/W/Vet/Disability
#ZR

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues with software, hardware, and network connectivity.
• Guide customers through step-by-step solutions to resolve their technical problems.
• Document all customer interactions, issues, and resolutions accurately in the ticketing system.
• Escalate complex issues to senior support staff or specialized teams when necessary.
• Educate customers on product features and best practices to prevent future issues.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Stay updated on product knowledge, common issues, and troubleshooting techniques.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to the product and engineering teams.

• High School Diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 1-2 years of experience in customer service or technical support role.
• Proficiency in troubleshooting common computer hardware, software, and network issues.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to explain technical concepts in a clear and concise manner to non-technical users.
• Patience and empathy when dealing with customers facing technical difficulties.
• Familiarity with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow) is preferred.
• Ability to work effectively in a team environment.
• Positive attitude and a strong commitment to customer satisfaction.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide technical assistance and troubleshooting for product-related issues.
• Guide customers through product setup, usage, and feature explanations.
• Identify and escalate complex technical issues to appropriate support tiers or departments.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Educate customers on product features, benefits, and available support resources.
• Contribute to the knowledge base by documenting common issues and solutions.
• Gather customer feedback to help improve products and services.
• Achieve and exceed performance metrics, including customer satisfaction scores and resolution times.
• Collaborate with team members and supervisors remotely to share best practices and address challenges.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service or technical support role.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and troubleshooting abilities.
• Patience and empathy when dealing with customer issues.
• Proficiency in using computers, CRM software, and common office applications.
• Ability to work independently and manage time effectively in a remote environment.
• A reliable high-speed internet connection and a quiet, dedicated workspace.
• Ability to learn new technologies and product information quickly.
• A positive attitude and a commitment to delivering exceptional customer experiences.

• Oversee the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer issues.
• Develop, implement, and refine customer service policies, procedures, and quality standards.
• Lead, mentor, and motivate a team of technical support specialists, fostering a culture of excellence and continuous improvement.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Analyze support data to identify trends, root causes of issues, and areas for service improvement.
• Collaborate with product development and engineering teams to communicate customer feedback and advocate for product enhancements.
• Manage the customer support ticketing system and ensure efficient workflow and case management.
• Develop and deliver comprehensive training programs for support staff on products, processes, and customer service skills.
• Handle escalated customer issues and ensure their satisfactory resolution.
• Contribute to the development of self-service resources, such as knowledge base articles and FAQs.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a management or supervisory role.
• Proven experience in managing and developing support teams.
• Strong understanding of customer relationship management (CRM) principles and practices.
• Familiarity with SaaS products and technical troubleshooting methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and make informed decisions.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is required.
• Ability to work effectively in a fast-paced, dynamic environment.
• Passion for customer advocacy and service excellence.

Technical Support Specialist

Job Summary:
A Technical Support Specialist provides technical assistance and support for incoming queries and issues related to software/firmware and hardware on Agiliti hospital beds, surfaces and support products. The Technical Support Specialist will troubleshoot and resolve and dispatch for both external and internal customer problems, ensure high levels of customer satisfaction, and contribute to improving overall support processes.

Key Responsibilities:

• Provide technical support via phone, email, chat, or in-person interactions.
• Diagnose and troubleshoot software and hardware issues for customers and internal employees.
• Guide users through step-by-step problem-solving processes.
• Document all customer interactions, solutions, and follow-up actions as appropriate.
• Liaison with Engineering for higher level solutions to customer issues.
• Assist in supporting documentation for field notifications.
• Identify patterns in technical issues and suggest improvements to support processes and documentation.
• Stay up-to-date with the latest troubleshooting techniques, and company product developments.

• An associate degree in electronics, mechanical engineering, or biomedical equipment technology. Alternative qualifications include Equivalent military training or Certified Biomedical Equipment Technician (CBET).

• Strong knowledge of Windows and Microsoft Office.
• Experience with troubleshooting medical devices in regards to hardware and test operations.
• Excellent verbal and written communication skills.
• Outstanding listening and collaboration skills.
• Demonstrates strong problem-solving and troubleshooting abilities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Extensive knowledge of all aspects of supported equipment and quality control procedures.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to lift up to 40 pounds and work on equipment at floor level.

• Previous experience in a customer service-oriented technical role.

• Office-based work location.
• May require occasional on-site visits or travel for technical support and training needs.
• Rotational shifts or on-call availability may be required.

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

We're looking for an experienced, curious, and collaborative Technical Support Specialist (TSS) who can hit the ground running with minimal direction and help shape the future of our Support organization.

This is not your typical support role. As a Technical Support Specialist, you'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You'll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions.

If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, and you're sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!
Why Join Us

This role is a chance to deepen your technical skills, expand your influence, and help shape a fast-moving team that's redefining what great support looks like. You won't just be answering tickets - you'll be helping build the future of how we support customers.
What will I be doing?
Customer-Facing Work & Team Collaboration

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Experience in chat, email, and/or video-based customer support.
• Display strong communication skills-able to break down complex topics for non-technical users.
• Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.
• Ability to support 60-70 customers per week, providing efficient and meaningful support.
• Take ownership of complex customer questions across our suite of products - from first contact to final resolution.
• Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more).
• Navigate ambiguity using structured thinking, creativity, and a strong product mindset.
• Act as a mentor providing feedback, initiating upskilling, and modeling best practices.
• Coach peers through tough tickets while flagging trends that impact Support.
• Share insights and improvements to help evolve how our team supports customers and collaborates internally.

• Technical Support Experience. You've spent 3-5 years in customer support , with 1-2 years in SaaS, B2B, or complex product environments. You know what good support looks like and what it takes to deliver it.
• Technically Fluent. You're confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue.
• A Confident Communicator. You explain technical topics in simple, human language and can shift tone based on the situation.
• Self-Directed. You plan your workload based on urgency and impact. You don't wait for someone to assign you tasks - you find the work that matters and do it.
• Curious + AI-Passionate. You're excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin).
• A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team.

• Experience using Intercom, or similar SaaS platforms.
• Comfort with tools like GitHub, logging platforms, or browser dev tools.
• Experience writing or maintaining self-serve documentation, macros, or AI prompts.
• A passion for teaching, mentoring, or leveling up others in your team.
• Previous experience in a fast-growing startup environment.

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability and feedback-you don't just do the work, you shape how it's done, and are ok with sharing both constructive feedback & kudos about it.

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!