Technical Support Representatives

We are seeking a Technical Support Representative to join our team and support our retail partners and proud owners throughout their journey with Velotric bikes in the East region.

In this role, you'll be instrumental in providing our partnered bike shops with top-notch technical support, ensuring they receive the best experience possible as part of the Velotric dealership network. As the face of Velotric, you'll also act as an advocate for our clients and customers, advocating for their needs and helping to identify opportunities for service improvements.

To excel in this position, you'll need to be a skilled communicator capable of building trust and rapport with our clients. Additionally, comfort with various help desk software is essential.

• Technical Support & Customer Experience:
• Provide enthusiastic and courteous assistance to clients & customers, delivering exceptional service.
• Respond promptly to inquiries via phone, email, or chat.
• Diagnose and resolve technical issues related to e-bikes.
• Manage warranty claims and coordinate replacement parts.
• Offer onboarding support to new clients or partners.
• Follow up with clients to ensure their issues are fully resolved.
• Occasionally engage in hands-on bike work to troubleshoot issues or support reworks, as needed by the company.
• Operations & Continuous Improvement:
• Assist with product training and documentation.
• Maintain and update internal databases with technical issue information and customer interactions.
• Gather client feedback and share insights with our Product and Marketing teams.
• Monitor and report on emerging complaint trends to the supervisor.
• Analyze and report product malfunctions to the supervisor.

• The heart of caring
• 2+ years of experience in technical support or customer service.
• Strong attention to detail.
• Excellent communication skills, enabling effective interaction with customers, clients, and team members.
• Preferred knowledge of e-bike mechanics and electronics.
• Passion for cycling and a people-centric approach.
• Ability to multitask, prioritize, and remain composed under pressure.
• Proficiency with Zendesk, CRM, and related SaaS software.
• Previous experience in the bike industry (e.g., bike retail, distributor, e-commerce, or manufacturing) is preferred.