Job Summary:
We are looking for a highly motivated Dealer Technical Support Specialist to join our new E-bike team at Segway. This role requires a strong understanding of bikes, especially e-bikes, to effectively assist our ever-growing network of Segway dealers. You will play a key role in delighting our dealers by providing industry-leading responsive technical support via email, phone, or other communication channels. It will be vital that you possess elevated skills in communication, active listening and problem solving, a customer-obsessed mentality, and a drive to help in any way you can.
Responsibilities:
- Provide technical support to Segway's network of dealers.
- Understand and be prepared to teach our dealers about the technology and maintenance of Segway products.
- Utilize customer service best practices when providing oral, written, or visual support.
- Efficiently troubleshoot mechanical, electrical, and hydraulic issues using innovative techniques and offering dealers appropriate options to resolve the issue.
- Handling Support tickets for warranty, product repair, and order questions.
- Field inbound and outbound dealer calls, chats, and emails.
- Assist dealers in the repair process by providing detailed technical knowledge via a phone conversation walkthrough, written or video instructions, or even virtual repair appointments.
- Hitting goals for key metrics in the customer service department.
- Other duties as needed are assigned.
What you bring to the role:
- Bicycle technician skills including mechanical, electronic, internal, and e-bike.
- Excellent communication abilities, including written and verbal communication.
- Basic computer skills, including Microsoft Office, data entry, website navigation, and other software.
- Effective time management, prioritization, and multitasking skills.
- Retail, Hospitality, or Customer Service experience.
- Ability to work in a team setting as well as independently.
- You find excitement in working in a fast-growing and rapidly changing environment.
- Impressive attention to detail.
- Eagerness to continually learn, improve, and innovate processes.
