E-Bike Dealer Technical Support Specialist

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.