Technical Support Representative

Job Title: Technical Support Associate– Ebike

Department: Customer Service / Technical Support

Position Overview: We are seeking passionate and knowledgeable Technical Support Representatives to join our team to provide top-tier technical support to our bike shop dealers, KOL partners, and end customers. This position is essential in assisting with troubleshooting, resolving technical issues, and providing customer service regarding our ebikes. You will interact with clients via email and calls, manage warranty claims, and help source and purchase replacement parts to ensure customer satisfaction.

Key Responsibilities:

• Deliver exceptional customer service with a focus on empathy, professionalism, and problem-solving.
• Provide outstanding technical support to customers (includes but not limited to dealers, KOLs, and direct clients) via email, phone, or chat.
• Troubleshoot technical issues related to ebikes, focusing on mechanical, electrical, and software concerns.
• Assist customers with warranty claims and product returns.
• Help clients with parts ordering, ensuring timely fulfillment of necessary parts.
• Collaborate with internal teams to resolve product issues and improve customer satisfaction.
• Maintain accurate records of all technical support inquiries, resolutions, and customer interactions in our CRM system.
• Stay up to date with product updates, new features, and industry best practices to provide the most accurate support.
• Educate customers about product features, usage, and maintenance best practices.
• Assist with the development and improvement of FAQs, troubleshooting guides, and other self-service resources.
• Provide feedback to the product and engineering teams about recurring issues, customer feedback, and product improvements.
• Ensure timely follow-up on unresolved issues and escalations, providing customers with clear timelines and resolutions.
• Empathy, patience, and a customer-first mindset.

Qualifications:

• Proven experience in a technical support or customer service role (2+ years preferred).
• Strong knowledge of ebikes, including mechanical systems, electrical components, and battery systems.
• Excellent problem-solving skills and a customer-focused attitude.
• Ability to work independently and manage multiple tasks.
• Strong written and verbal communication skills.
• Experience with CRM software (Zendesk, HubSpot, or similar).
• Ability to understand and communicate technical concepts clearly to non-technical customers.
• Ability to work in a fast-paced, team-oriented environment.
• College degree required; Technical or IT certifications a plus.
• Knowledge of ebike industry standards and trends is a plus.

Preferred Skills:

• Experience with warranty and parts purchasing processes.
• Background in working with KOLs or influencers is a plus.

Job Type: Full-time

Pay: $50, $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person