Technical Support Specialist / Spécialiste en Support Technique

21 TSI is rewriting the rules and shaping the future of the sports industry.

In just five years, we've launched Maddle, Montreal Weights, Ascend, and Nordik Recovery, and fulfilled over 100,000 orders across Canada. Today, our growth is accelerating, and we are preparing to expand across North America and beyond.

To support this journey, we are looking for a Technical Support Specialist (After-Sales) who will play a key role in delivering exceptional service to our customers and contributing to the growth of our brands.

Responsibilities

• Diagnose and resolve product issues remotely (email, phone, or video) for treadmills, exercise bikes, adjustable dumbbells, chillers, and recovery systems.
• Provide step‑by‑step guidance tailored to each customer’s technical level.
• Document recurring issues and share feedback with Quality Control (QC) and supplier teams.
• Deliver clear, empathetic, and professional support via Zendesk, email, and video calls.
• Combine technical accuracy with an approachable tone to build trust and ensure customer satisfaction.
• Monitor open tickets and ensure timely resolution.
• Identify required replacement parts using internal databases.
• Coordinate with warehouse and logistics for part dispatch or product replacements.
• Track warranty cases and maintain complete documentation for accounting and inventory purposes.
• Contribute to troubleshooting guides, manuals, and FAQs to support customer self‑service.
• Provide feedback on recurring product issues to inform design and QC improvements.
• Collaborate effectively with suppliers, repair technicians, and operations teams to close the feedback loop.
• Support product testing and inbound quality control as needed.

What we’re looking for

Technical or mechanical experience (bike shop, fitness equipment repair, HVAC, or a similar field).

• Retail or customer service experience, comfortable interacting with clients and providing guided solutions.
• Strong diagnostic and problem‑solving skills, with a methodical and logical approach.
• Genuine interest in fitness, recovery, or mechanical systems (a plus).
• Excellent written and verbal communication skills — English required; French is a strong asset.
• Hands‑on mechanical aptitude, comfortable using tools, fittings, and assembly diagrams.
• Organized and proactive in documenting issues and following up on cases.
• Ability to remain calm and professional in customer‑facing situations.
• Strong attention to detail and commitment to quality.
• Experience with Zendesk, Google Workspace, or similar ticketing systems (a plus).
• Familiarity with basic tools (screwdrivers, multimeter, wrenches, etc.).

What we offer

• Health and dental insurance after three months
• Access to TELUS Health virtual care
• Bi‑weekly massages at the office
• Product discounts for you and your family/friends
• A small, dynamic team of 25 people where your impact is real
• The opportunity to grow with us and contribute to the expansion of fast‑growing brands

Ready to join?

If you want every day to count, if you want your ideas to turn into real actions, and if you’re ready to make a meaningful impact in a fast‑growing company, we want to meet you.

Send us your application and come write the next chapter of 21 TSI with us. ✍️

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