Customer Service Representative

Job summary

Support customers with orders, product questions, replacement parts, and basic troubleshooting through phone, email, web inquiries, and occasional in-person interactions. Own inquiries through resolution, document interactions and outcomes, identify recurring issues, and collaborate with internal teams while supporting general office administration.

Job details

JOB DESCRIPTION Insight Global is looking for a Customer Service Representative to join a leading fitness equipment manufacturer in Kingston, Ontario. This individual will support customers with orders, product questions, replacement parts, and basic troubleshooting for fitness equipment and related products. The ideal candidate is a strong communicator who enjoys helping customers, solving problems, and learning how physical products work. This person should be comfortable working independently, taking ownership of customer issues, and contributing to a small, collaborative office environment. Responsibilities Provide high-quality customer service through phone, email, web inquiries, and occasional in-person interactions Assist customers with orders, product questions, replacement parts, and general product support Troubleshoot basic mechanical and electronic product issues by asking effective questions and using available product documentation Develop strong knowledge of the company's fitness equipment, products, components, and common customer issues Own customer inquiries from initial contact through resolution Accurately document customer interactions, issues, feedback, and resolutions Identify recurring customer or product issues and communicate trends to the appropriate internal teams Collaborate with local and global team members while being comfortable working independently Support general administrative and office responsibilities as needed within a small-team environment REQUIRED SKILLS AND EXPERIENCE 1+ years of professional customer service, customer support, product support, or related experience Strong verbal and written communication skills Demonstrated problem-solving skills and ability to troubleshoot customer issues Ability to work independently, take initiative, and manage responsibilities with minimal oversight Strong attention to detail and organizational skills Comfortable learning the components and functionality of physical products/equipment Experience using Microsoft Office and general computer-based business systems Ability to work professionally and collaboratively in a small-team environment NICE TO HAVE SKILLS AND EXPERIENCE Experience supporting physical consumer products, equipment, sporting goods, fitness products, or mechanical products Experience with Zendesk or another CRM/customer ticketing system Hands-on mechanical or electronic troubleshooting experience Experience with bookkeeping, AP/AR, reconciliations, or general accounting administration Experience with QuickBooks, Sage, Xero, or another accounting/ERP platform Background or personal interest in fitness, rowing, cycling, sports, or outdoor recreation French language skills Pay Transparency: The expected salary for this position falls between $50,000 to $60,000/year Vacancy Status: This Posting is for a current vacant role, and the successful candidate will be hired into an existing open position. Artificial intelligence tools are used to assist in screening and assessing applicants for this position

What you’ll do

Support customers with orders, product questions, replacement parts, and basic troubleshooting through phone, email, web inquiries, and occasional in-person interactions. Own inquiries through resolution, document interactions and outcomes, identify recurring issues, and collaborate with internal teams while supporting general office administration.

Requirements

Requires at least one year of customer service, customer support, product support, or related experience, along with strong communication, problem-solving, organizational, and computer skills. Candidates should be able to work independently, learn physical product components and functionality, and collaborate professionally in a small team.

Listed skills

• Customer support · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Product Knowledge · Preferred
• Attention to detail · Preferred
• Troubleshooting · Preferred
• issue resolution · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Customer Support
• Product Support
• Verbal Communication
• Written Communication
• Problem-Solving
• Troubleshooting
• Order Support
• Product Knowledge
• Issue Resolution
• Customer Documentation
• Attention To Detail
• Organization
• Microsoft Office
• CRM And Ticketing Systems
• Mechanical And Electronic Troubleshooting

Job areas

• Customer Service & Support
• Administrative
• Manufacturing
• Sports & Recreation

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