Technical Support Specialist

Job Description

Job Description

Aviron, a Y-Combinator company, transforms boring workouts into habit-building fitness entertainment through its innovative game-based cardio equipment, including rowing machines, bikes and treadmills. Y-Combinator, a startup incubator renowned for nurturing groundbreaking startups like Airbnb, Dropbox, and Instacart, has been instrumental in Aviron's journey, supporting rapid growth through two funding rounds totaling ~$35M.

Founded with the mission to End Boring Workouts, our unique approach combines the enjoyment of playing games with the benefits of exercise, crafting an experience that's fun, effective and even addictive.

We invite you to explore our Facebook community and witness the impact of Aviron firsthand.

Aviron is right for you if

• You're looking for a role that prioritizes personal and professional growth
• You're looking for a flat organization with friendly people that values merit (i.e. good work)
• You're self-motivated and and take pride in producing amazing work
• You're not down with office politics
• You want to own your work, start to finish
• You are looking to make an impact and see how your work drives growth

Position Overview
We are looking for a fitness-passionate Technical Support Specialist to join our on-site team in this office-warehouse hybrid environment! You'll use your strong technical troubleshooting skills to resolve issues with our connected fitness products, including hardware, software, networking, and mobile applications. Your excellent verbal and written communication will help you clearly convey technical information to customers of all backgrounds.

In this dynamic role, you'll diagnose and address customer issues swiftly, document interactions meticulously, and adapt quickly to new technologies. You'll collaborate with cross-functional teams to solve complex problems and ensure our customers receive top-notch support. Your ability to multitask and manage multiple inquiries while maintaining high-quality standards is essential.

Bring your understanding of connected fitness products and experience with CRM software and ticketing systems to help us deliver exceptional service. Join us and be part of a team that values innovation, teamwork, work hard/play hard culture, and continuous improvement!

The schedule for this role is Tuesday-Friday, 12:30 pm-9 pm, and Saturday, 9 am-5:30 pm.

Responsibilities

Technical Support:

• Maintain a comprehensive understanding of all company products, channels, and policies/terms, and assist customers with their inquiries in a professional manner.
• Assist customers with troubleshooting technical issues related to connected fitness equipment, mobile apps, and associated software platforms via phone, email, and or other communication channels.
• Effectively diagnose hardware and software problems, providing step-by-step guidance to customers to resolve issues with their connected fitness products.
• Identify connectivity issues, software bugs, or hardware malfunctions.
• Collaborate with internal teams such as engineering, product development, and quality assurance to escalate and resolve complex technical issues.
• Create and maintain detailed documentation for troubleshooting processes, FAQs, and user guides to help both customers and internal teams.
• Participate in the testing of new product features and updates to ensure they meet quality standards before release. Provide feedback based on user experience and technical performance.
• Regularly update the internal knowledge base with solutions to newly identified issues and best practices, ensuring the team is always equipped with the latest information.
• Inspect products for defects and perform necessary repairs to ensure they meet quality standards. Document the defects and repair processes to improve future product designs and enhance support documentation.

Warehouse:

• Assist in the preparation of products for shipping, including testing, packaging, labeling, assembling, and palletizing, while ensuring accuracy and adherence to quality standards.
• Safely and efficiently move boxes and packages within the warehouse using appropriate equipment such as pallet jacks, forklifts, or hand trucks, while adhering to safety protocols and guidelines.
• Maintain organization and cleanliness within the warehouse by organizing inventory shelves, storage areas, and workspaces to optimize space utilization and facilitate efficient product retrieval.
• Complete any ad hoc project as assigned and other duties as requested.
• Conduct quality assurance inspections on warehouse equipment to ensure optimal performance and compliance with safety standards, and report any discrepancies or issues for immediate resolution.

Qualifications

• 1-year minimum working in a customer experience role focused on technical support.
• A degree in any Technology, Engineering, Science, Mathematics (STEM) field or equivalent experience.
• Excellent MS Office knowledge.
• Experience using Zendesk and Ring Central is considered an asset.
• Exceptional verbal and written skills in English.
• Exceptional attention to detail.
• Communication and interpersonal skills.
• Time management skills.
• Ability to learn quickly.
• Ability to work in a fast-paced environment.
• Ability to lift and move boxes and packages weighing up to 50 pounds safely.

What We Offer

• $5,000 annual education allowance to support professional development and growth.
• Unlimited Essential Days for unexpected life events, separate from vacation time.
• Three weeks of paid vacation to rest and recharge.
• Employee Stock Ownership Plan, so everyone shares in the company's long-term success.
• Annual discretionary bonus based on company performance.
• A free Aviron rower, bike, or treadmill to train with our community.
• Team on-sites twice a year at our Toronto office to connect, collaborate, build relationships and have fun.
• 100% employer-paid benefits to support health and well-being.
• All the best tech. A laptop and a big ass screen.

Aviron is an equal-opportunity employer. We provide a safe and inspiring workplace where everyone is accepted and has the opportunity to grow with us. If you require any accommodations, please let us know.