Technical Customer Service Representative 2

Foxfactory is seeking a Technical Customer Service Representative 2 for a full-time position based in CA BC, Burnaby. This role places you at the heart of customer interactions where technical insight and service excellence combine to resolve issues and build lasting confidence in our offerings.

The Opportunity

As a Technical Customer Service Representative 2 with Foxfactory in Burnaby, BC, you will serve as a key technical contact for customers who need clear, accurate support. You will handle more complex inquiries that require deeper product knowledge, careful investigation, and collaborative problem-solving with internal teams. Working on-site in CA BC, Burnaby, this full-time Technical Customer Service Representative 2 position lets you develop specialized service skills while contributing directly to customer retention and satisfaction for Foxfactory.

Day-to-Day Responsibilities

• Respond promptly to customer technical questions received by phone, email, or other channels and guide users through effective resolutions.
• Diagnose intermediate to advanced product or system issues by gathering details, researching documentation, and applying proven troubleshooting methods.
• Document every interaction thoroughly in the customer support system so that follow-ups and escalations remain seamless.
• Escalate unresolved or highly specialized cases to engineering or product specialists while keeping the customer informed of progress.
• Share practical product guidance, configuration tips, and self-service resources that help customers achieve successful outcomes independently.
• Collaborate with colleagues across service and technical teams to identify recurring concerns and suggest process or knowledge-base improvements.

Requirements

• Proven experience delivering technical customer service or product support, ideally including resolution of multi-step technical inquiries.
• Strong verbal and written communication skills that convey complex information clearly and calmly to both technical and non-technical audiences.
• Demonstrated ability to research, diagnose, and solve technical problems under moderate pressure while maintaining a customer-first attitude.
• Comfort working with support ticketing or CRM tools and accurate documentation habits.
• Willingness to work full-time on-site at the Foxfactory location in CA BC, Burnaby and to adapt to evolving product information.
• Reliable interpersonal skills that foster trust with customers and smooth hand-offs with internal experts.

Why Join Foxfactory

Foxfactory is hiring for this Technical Customer Service Representative 2 role and offers a supportive team environment where your technical service skills can grow.

Ready to Apply?

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