Junior Advocate
Technical Support
Posted on 3/20/2023

501-1,000 employees

Smart home gym & AI coaching company
Company Overview
Tonal's mission is to build systems that transform people’s lives through fitness, health, and wellness. The company uses advanced digital weight that continually adapts workouts so they’re most effective for all people regardless if you’re a beginner or an expert —all led by our expert coaches.
Toronto, ON, Canada
Experience Level
Desired Skills
  • A Customer Advocate with a technical passion! You enjoy working with Customers and you face even the most escalated contacts with empathy, respect, and support
  • Comfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and software
  • An excellent communicator with especially strong verbal skills. You enjoy speaking on a range of topics, while being able to mold your communication skill to your audience. From Customer-facing messages to internal bug reports, no matter the subject, you love being the one to communicate
  • A skilled typer (minimum 60 WPM)
  • Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance
  • Detail oriented
  • Punctual
  • Ability to multitask, prioritize, and manage time effectively in a demanding, fast-paced environment
  • Previous work on call center teams, in-house support teams, or a retail/Customer-facing environment
  • Experience supporting highly technical products which deliver hardware, firmware, and software experiences
  • Passionate about strength training, exercise, health and fitness
  • Develop a deep technical expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions
  • Help Customers on a daily basis while representing the Tonal brand over a variety of channels such as phone, email, face-to-face, and social media
  • Work in a fast-paced environment to deliver high-quality work and take issues on as your own
  • Commit to ongoing learning and development in order to wow our Customers with technical know-how and a can-do attitude
  • Capture feedback from frontline interactions and recommend resolutions
  • Make contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals
  • Test new product updates and provide user feedback
  • Provide feedback on functions and effectiveness of the Advocate teams
  • Cover flexible hours. This position includes some on-call work, including nights and weekends