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Product Support Specialist

2 months ago

fountain, United States Pedego Electric Bikes Full time

Company Summary

Pedego® Electric Bikes is an innovative and leading electric bike brand. With a wide range of models, Pedego offers a variety of electric bikes to suit different needs and preferences, including cruisers, commuters, and mountain bikes. What sets Pedego ahead of its competitors are the high-quality components, strong customer support, network of providers, and stylish designs. Pedego electric bikes deliver fun, exercise and a green alternative for transportation — transforming lives with fun and delight. As a company, we focus on putting people first.


Position Overview

The Product Support Specialist will assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips. They diagnose technical issues and assist with repair requests. They may also train or educate dealers and create training programs or materials.


Responsibilities and Duties

  • Communicate via phone and email with customers/dealers to answer questions and resolve issues
  • Assist with new dealer training and special events as necessary
  • Track product issues and warranty parts; communicate to related parties
  • Maintain clean and organized work area
  • Populate knowledge base with service articles for customers
  • Maintain working knowledge of new and existing products
  • Educate dealers on how to use proprietary tools and software
  • Create orders and credits for warranty components
  • Safely service ebikes and batteries as well as fulfilling the end of life processes
  • Assist management with special projects as needed


Required Qualifications

  • 2+ years of sales and/or customer service experience
  • Strong interpersonal, diagnostic, written and verbal communication skills
  • Mechanically inclined


Preferred Qualifications

  • Experience in the bicycle industry
  • Experience with Zendesk
  • Experience with Netsuite