Customer Support Specialist, B2B, SaaS

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Precor

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1980

🏭 Manufacturing

🏨 Hospitality

📦 Logistics

Manufacturing • Hospitality • Logistics

Precor is a leading provider of commercial and home fitness equipment, known for its innovative, reliable, and high-quality strength and cardio products. It serves a diverse range of customers, including corporate facilities, country clubs, hospitality venues, multi-family residential complexes, and educational institutions. With a focus on creating a superior fitness and wellness experience, Precor offers a comprehensive suite of solutions including connected fitness systems and world-class software. Operating in over 100 countries, Precor combines global scale with local touch through its extensive network of sales, support, service, and distributor partners. Over the past 40 years, Precor has established itself as a trusted partner in the fitness industry, empowering exercisers with equipment that prioritizes user-friendliness and performance.

📋 Description

• Respond to client queries via chats, emails, video conferences, and occasional phone calls • Analyze support requests, troubleshoot issues, reproduce and test reported problems • Escalate cases to the appropriate team when necessary • Provide accurate, effective, customer-focused solutions • Meet established SLAs and support quality standards • Document troubleshooting steps, known issues, and resolutions in the knowledge base • Gather customer feedback and report recurring issues or feature requests • Take responsibility for a specific product module or area • Suggest process and product improvements based on customer feedback • Resolve medium-complexity and critical support cases • Contribute to the team’s support culture and internal support projects

🎯 Requirements

• Previous experience in Customer Support, Client Success, or a client-facing role, preferably in B2B or SaaS • Proficient written and oral English • Analytical thinking and root cause analysis • Detail-oriented approach • Strong problem-solving abilities • Professional and empathic communication skills • Ability to manage multiple priorities efficiently • Ownership mindset and ability to drive customer cases to resolution • Working knowledge of Excel • Ability to quickly extract key insights from information • Willingness to adapt to a fast-paced, dynamic environment • Ability to handle and diffuse challenging or stressful customer situations • Availability to work aligned with US Eastern Standard Time (EST) schedule

🏖️ Benefits

• Reimbursement for professional growth through courses, conferences, and educational resources • Flexible working hours • 26 paid days off annually • Trust-based management with no micromanagement • Supportive and ambitious team • 3-month trial period