POSITION: Customer & Technical Support Specialist
Location: Sacramento, CAAbout CryoBuilt:CryoBuilt is a pioneering company at the forefront of the cryotherapy industry. We design and manufacture state-of-the-art cryotherapy equipment that provides innovative solutions to enhance health, wellness, and recovery. Our commitment to excellence, innovation, and customer satisfaction sets us apart in this rapidly evolving field.Position Overview:We are seeking a Technical Support Technician I to join our team in Sacramento, CA. This role is customer support-focused and involves opening and closing support tickets, submitting work orders to contractors, and guiding them through service procedures. The ideal candidate has the ability to learn technical and mechanical equipment processes to effectively support customers and service providers.This role requires strong communication skills, emotional intelligence, and the ability to troubleshoot technical issues while providing clear guidance to contractors and customers. You will be the first point of contact for service requests, ensuring smooth coordination between clients, internal teams, and third-party technicians.Key Responsibilities:
- Customer Support & Ticketing:
- Serve as the primary point of contact for customer support inquiries via phone, email, and video conferencing.
- Open, track, and close support tickets using the company’s ticketing system.
- Maintain accurate and detailed records of customer interactions, service cases, and resolutions.
- Work Order & Contractor Coordination:
- Submit work orders to third-party contractors and guide them through service procedures.
- Provide remote assistance and step-by-step instructions to contractors performing on-site repairs and maintenance.
- Follow up to ensure timely completion of work and customer satisfaction.
- Technical & Mechanical Support:
- Learn and understand cryotherapy equipment operation, troubleshooting, and service procedures.
- Assist customers with technical issues by diagnosing problems and providing solutions.
- Work with internal teams, including engineering and product development, to address recurring issues.
- Communication & Relationship Management:
- Maintain professionalism and sensitivity when handling customer concerns.
- Use emotional intelligence to de-escalate situations and provide clear, reassuring guidance.
- Act as a bridge between customers, contractors, and internal teams to ensure efficient problem resolution.
Qualifications:
- High school diploma or equivalent; a technical certification or degree in a related field is a plus.
- Previous experience in customer support, technical support, or contractor coordination is preferred.
- Strong critical thinking and problem-solving skills to resolve issues efficiently.
- Exceptional communication skills—ability to explain technical information clearly to non-technical customers and contractors.
- Ability to manage multiple tasks, prioritize effectively, and stay organized.
- Comfortable working in a team-based environment and independently with minimal supervision.
- Willingness to learn and adapt quickly to new technologies and processes.
This role offers an exciting opportunity to work with cutting-edge cryotherapy technology while making a direct impact on customer experience and operational efficiency. If you are a detail-oriented, problem-solving communicator with a passion for technical support, we encourage you to apply!
Job Type: Full-time
Pay: $17.00 - $25.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation Package:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed
Education:
Experience:
- Customer support: 1 year (Required)
Work Location: In person
