Technical and Warranty Services Specialist
Posted 22 days ago
You'll complete your application on BikesOnline USA's career site.
About the Role
This full-time, remote position involves acting as a key expert in technical and warranty services for cycling customers. You will function as the main contact for intricate bicycle-related mechanical and electronic questions, serving as the lead escalation expert for sales and support staff. This position is vital to upholding the company's commitment to high-quality technical support. You will facilitate communication between customers, external suppliers, and international partners. Additionally, you will oversee the full warranty lifecycle, deciding on the best resolution path such as repairs, product swaps, or financial restitution. Your efforts in documenting product issues and enhancing internal knowledge resources will help refine company offerings and operations. You will use AI and modern software to work efficiently in a dynamic setting while delivering precise technical guidance.
Requirements
- Demonstrate extensive, practical expertise regarding bicycle hardware, materials, and industry specifications.
- Communicate fluently in English, with the capacity to explain technical terminology in a way that is easy for customers to understand.
- Show proficiency with CRM platforms like Gorgias or Zendesk, as well as experience with claims management software and AI productivity tools.
- Maintain a professional and empathetic demeanor when resolving difficult conflicts or assisting dissatisfied clients.
- Possess documented experience in both warranty claim administration and technical support roles.
- Provide and upkeep your own workstation, including a computer and accessories, alongside a reliable, high-speed internet connection sufficient for VOIP and heavy web traffic.
Responsibilities
- Deliver detailed technical support via web chat, email, and phone by troubleshooting bicycle problems remotely using descriptions, video, and imagery.
- Oversee the complete warranty claim process, which includes evaluating cases and recommending settlements or credits aligned with brand and company guidelines.
- Keep thorough logs of all communications and technical guidance within the CRM system.
- Build upon and improve the company's internal library of technical information.
- Detect and communicate frequent product defects to the product development team to foster ongoing quality enhancements.
- Uphold high service standards, specifically reaching a high level of customer satisfaction, providing initial responses within 20 hours, and delivering follow-up communications within two business hours.
- Employ AI software to streamline workflows and automate routine duties.
Benefits & Perks
- This role is a permanent, full-time remote position.
- You are expected to supply and maintain your own workstation equipment, including a noise-canceling headset, and ensure a high-speed internet connection capable of handling high-volume web tools and VOIP.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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