Technical Support Representative

About us

At Teleperformance, we provide industry-leading customer experiences and digitally-powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.

We are customer experience management experts

Key Job Responsibilities

• Deliver prompt, empathetic, and effective support across phone, chat, and other member-facing channels
• Diagnose and resolve technical issues with connected equipment, escalating complex cases with clear documentation
• Use AI-assisted tools to speed resolution and improve first-contact resolution, while still applying independent judgment
• Identify opportunities to save at-risk memberships and recommend applicable parts or accessories, supporting saved-sale and parts attachment goals
• Maintain accurate, detailed case documentation to support root-cause and trend analysis
• Build and maintain a working knowledge of current products, features, and known issues as they evolve
• Advocate for members by surfacing recurring pain points and friction to team leads and cross-functional partners
• Contribute to a high CSAT experience by owning the full interaction, not just the immediate fix
• Participate in coaching, huddles, and skill-building tied to team performance targets
• Stay current on new tools and workflows introduced through ongoing technology rollouts

Qualifications

• High school diploma or equivalent; relevant coursework or certifications a plus
• 6+ months of contact center, customer service, or retail sales experience preferred
• Comfortable troubleshooting connected fitness equipment and basic home network/Wi-Fi connectivity issues
• Proficient using AI-assisted support tools (e.g., agent-assist software) alongside traditional systems
• Strong verbal and written communication skills; professional, patient, and courteous phone/chat presence
• Ability to navigate multiple systems and applications simultaneously while staying focused on the member
• Comfortable with sales-oriented conversations, including identifying save opportunities and recommending relevant parts/accessories
• Problem-solving mindset with the flexibility to think beyond the script when a standard fix doesn't apply
• Flexibility to work a full-time schedule, including evening and weekend shifts
• Adaptability to new technology and process changes, including participating in phased tool rollouts