Technical Support Specialist

Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Y-Combinator, renowned for nurturing groundbreaking startups like Airbnb, Dropbox, and Instacart, has been instrumental in Aviron's journey. With an infusion of $23.5M USD in funding, we've been experiencing exponential double-digit growth annually since our inception.

Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it's a vision to revolutionize how our community stays motivated. Our unique approach combines the enjoyment of gaming with the benefits of exercise, crafting an experience that's fun, effective, and even addictive.

We invite you to explore our 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 who value merit (i.e. good work) 
• You're self-motivated and produce amazing work 
• You’re not down with office politics 
• You want to own your work, start to finish 
• You want to be provided with ample support and resources (i.e. budget) to complete said work 
• You are looking to make an impact and see your work drive 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 Sunday 9am-5:30pm and Monday-Thursday 12:30-9pm EST. Full-time onsite.

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. Because we care about your development and professional growth
• Unlimited Essential Days. Vacation days should be for just that, vacation. That’s why we have paid essential days to use for those crappy unforeseen events
• 3 weeks vacation. To just vacation, however you’d like
• Employee Stock Ownership Plan. We are all owners of the business and want all our employees to have a piece of the pie
• Annual discretionary bonus. So all our employees can reap the rewards of a successful year and hard work
• Free rower. Row along with the Aviron community
• 100% employer-paid benefits. Improving the health and happiness of our employees

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.