Technical Support Representative

Technical Support Representative
(Customer Support + Troubleshooting)

About us:

Our company is a premium humidifier brand originally designed in Korea, known for our stainless steel water tanks, filter-free system, and elevated design. We operate across the US, Canada, and Australia, with strong seasonal performance in Q4 and continued growth year over year.

As we continue to scale, delivering a seamless and high-quality customer experience is critical. We are looking for a Technical Support Representative to support our customers with product troubleshooting, warranty claims, and post-purchase care.

Role Overview

We are looking for a detail-oriented and customer-focused Technical Support Representative who can confidently troubleshoot product-related issues and guide customers through solutions step-by-step.

This role sits at the intersection of customer experience and technical knowledge — requiring both empathy and strong diagnostic thinking. You will support customers via chat, email, and occasional outbound calls, ensuring issues are resolved efficiently while maintaining a premium brand experience.

Key Responsibilities

Technical Support & Troubleshooting

• Respond to customer inquiries related to product setup, usage, and maintenance
• Diagnose and resolve both common and complex technical issues
• Guide customers through step-by-step solutions in a clear and easy-to-follow manner
• Provide proactive recommendations to prevent recurring issues

Customer Communication

• Handle support requests via chat and email with speed and accuracy
• Perform outbound calls when requested or required to resolve issues
• Deliver a high-quality, empathetic customer experience in every interaction
• Translate technical information into simple, customer-friendly language

Warranty & Replacement Management

• Assess warranty eligibility based on company guidelines
• Assist customers in submitting and completing warranty claims
• Create and process replacement orders in Shopify and fulfillment systems
• Ensure smooth resolution from issue identification to replacement delivery

Documentation & Feedback

• Accurately document customer cases and resolutions
• Contribute to internal knowledge base improvements
• Identify recurring product issues and share feedback with internal teams
• Help improve support workflows and processes over time

Required Skills & Experience

• Experience in technical support, customer service, or a related role
• Experience in troubleshooting a product is a MUST. e.g, Bloop pressure measurement tools, Humidifier, Home appliances etc.
• Experience in high-volume ticketing is an advantage.
• Strong troubleshooting and problem-solving skills with attention to detail
• Excellent written and verbal communication skills
• Customer-first mindset with the ability to handle challenging situations professionally
• Ability to explain technical concepts in a clear and simple way
• Comfortable working with support tools such as:

○ Gorgias (or similar helpdesk platforms)

○ Shopify (or similar e-commerce systems)

What Makes You Exceptional

• You enjoy solving problems and figuring out “why” something isn’t working
• You can stay calm and structured when handling complex or unclear issues
• You communicate clearly without overwhelming the customer
• You take ownership of cases from start to finish
• You notice patterns and proactively suggest improvements
• You care deeply about delivering a premium customer experience

Why This Role Matters

Customer experience is a core pillar of our company’s brand. Every interaction is an opportunity to build trust, reinforce quality, and turn customers into long-term advocates. This role plays a critical part in ensuring our customers not only receive support — but feel confident, cared for, and satisfied with their experience.

You will be on the front lines of that experience.