Technical and Warranty Services Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver expert-level technical support through phone, email, and web chat.

• Diagnose intricate mechanical or electronic bicycle problems remotely by utilizing photos, videos, and descriptions.

• Serve as the technical escalation point for both Customer Service and Sales teams.

• Act as the main liaison between customers and external wholesalers/Australian partners.

• Manage warranty claims from the initial submission to final resolution, which may include replacement, repair, or compensation.

• Evaluate and recommend compensation or credit in line with company policies and brand partner agreements.

• Keep precise CRM records of technical guidance and warranty results.

• Contribute to both the internal and external Technical Knowledge Base.

• Identify recurring product issues and relay feedback to the Product team.

• Utilize AI tools and designated software to enhance response times and automate repetitive tasks.

• Maintain a high-volume output while ensuring technical precision.

• Meet service benchmarks, including first responses within 20 hours and average follow-up responses under 2 business hours.

• Uphold high customer satisfaction through effective conflict resolution strategies.

⛳️ Requirements

• Extensive knowledge of bicycle components, frame materials, and industry standards.

• Proficiency in English, both written and spoken.

• Ability to simplify complex technical terms into easy-to-understand customer instructions.

• Experience with CRM systems such as Gorgias or Zendesk.

• Familiarity with claims management software.

• Experience using AI productivity tools.

• Demonstrated ability to handle high-stakes resolutions and manage frustrated customers in a professional manner.

• Personal ownership and maintenance of computer equipment and peripherals.

• Consistent, high-speed internet connection capable of supporting VOIP and high-volume web-based applications.

• Strong understanding of bicycles, components, and accessories.

• Relevant technical experience and comprehensive warranty claims management.

• Submit an up-to-date resume along with a brief cover letter detailing your interest, relevant experience, and bicycle knowledge.

🏝️ Benefits

• Responsible for providing and maintaining personal computer equipment and peripherals, including a noise-canceling headset.

• High-speed internet connection suitable for VOIP and high-volume web-based applications.

• Full-Time employment.

• Remote work arrangement.