Product Specialist - Level 3 Customer Service

In House
Full-Time

 

Position Overview:

We are seeking an enthusiastic and knowledgeable Product Specialist / Customer Support Representative to assist customers in making educated purchasing decisions and provide technical and mechanical support. This role requires a passion for outdoor activities, including bicycle riding, hunting, and general outdoor exploration, as well as the ability to understand or learn e-bike laws and restrictions.

Key Responsibilities:

  • Provide expert guidance to customers via phone, email, and chat to help them select the best electric bike for their needs.

  • Offer technical and mechanical support for troubleshooting and maintenance inquiries.

  • Stay informed on e-bike regulations and restrictions and educate customers accordingly.

  • Assist in creating support documentation, FAQs, and product guides.

  • Collaborate with the sales and product teams to ensure customers receive accurate and up-to-date information.

  • Maintain a high level of customer satisfaction by addressing concerns promptly and professionally.

Qualifications & Skills:

  • Passion for bicycle riding, hunting, and outdoor activities.

  • Strong communication skills with the ability to explain technical concepts to non-technical users.

  • Basic mechanical knowledge of bicycles or willingness to learn.

  • Familiarity with e-bike laws and regulations or willingness to learn.

  • Customer service experience preferred.

  • Ability to work independently and as part of a team.

  • Problem-solving skills with a proactive approach to customer needs.

 

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