Customer Care Technician at JNH Lifestyles in Irvine, CA

Position Overview

JNH Lifestyles is seeking a Customer Care Technician to join our Customer Care team. This role is focused on providing high-level technical support and troubleshooting assistance to customers, while also delivering exceptional customer service experiences.

This position is ideal for someone who enjoys problem-solving, working directly with customers, and supporting technical products in a structured, process-driven environment. The Customer Care Technician will play a key role in diagnosing issues, guiding customers through solutions, and ensuring a smooth post-purchase experience.

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose and resolve customer-reported technical issues related to products, components, and system functionality
• Guide customers through troubleshooting steps clearly and professionally
• Identify when issues require escalation and route appropriately
• Support warranty, repair, and replacement processes as needed
• Document technical findings accurately in ticketing systems

Customer Care & Communication

• Provide professional, empathetic, and solution-focused customer support
• Respond to customer inquiries via phone, email, and ticketing platforms
• Manage escalated and time-sensitive issues with urgency and accuracy
• Maintain clear communication with customers throughout resolution processes

Workflow & Process Compliance

• Follow established workflows, escalation procedures, and documentation standards
• Maintain accurate ticket updates and case documentation
• Collaborate with Customer Service, Operations, Warehouse, and Technical teams
• Adhere to internal SOPs and service-level expectations

Qualifications

Required:

• Customer Service experience in a professional environment
• Technical support or troubleshooting experience
• Strong problem-solving and critical thinking skills
• Excellent written and verbal communication
• Ability to explain technical information clearly to non-technical users
• Strong attention to detail and documentation accuracy
• Comfortable working in structured workflows and ticketing systems

Preferred:

• Experience in technical support, IT support, product support, or equipment troubleshooting
• Experience with CRM or ticketing platforms
• Familiarity with logistics, returns, warranty, or service operations
• Background in consumer products, electronics, or equipment support

Skills & Attributes

• Customer-focused mindset
• High accountability and reliability
• Strong organizational and time-management skills
• Ability to manage multiple cases simultaneously
• Calm and professional under pressure
• Team-oriented with strong cross-department collaboration skills

Why Join JNH Lifestyles?

At JNH Lifestyles, we are committed to quality, innovation, and customer experience. Our Customer Care team plays a critical role in supporting our customers beyond the sale, ensuring confidence in our products and trust in our brand. This role offers growth opportunities, skill development, and the chance to be part of a collaborative, fast-growing organization.