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Technical Support Specialist

Sway

Sway

IT, Customer Service
Ontario, CA, USA · Ontario, Canada · California, USA
Posted on Tuesday, June 11, 2024
Company Overview and Job Description Summary:

Oceania International is a fast growing e-commerce company. We are looking for a self-driven and ambitious Tech Support to join our team!

At Oceania International, our success depends on our people, productivity, and procedures. We are looking for a candidate with supportive force driving each of these areas, and we’re currently seeking someone stellar to take the reigns. The ideal professional for the role is a flexible problem solver with superb tech supporting skills with a detail-oriented mindset. They should have prior experience thriving in providing tech support services in a professional capacity. Multitasking and unique ability to deftly handle the unexpected are essential qualities to bring to the position.

As a Technical Support Specialist, you will be responsible for providing technical assistance and support to customers who purchase our electronic bicycles along with traditional bicycles as well.

This role involves conducting repairs for our products, addressing customer inquiries, troubleshooting issues, and guiding users through product-related concerns. Your goal is to ensure customer satisfaction by resolving problems effectively and efficiently.

Main Responsibilities/Functions:

Customer Support:

  • Respond to customer inquiries and provide technical assistance related to bicycles over the phone
  • Listen attentively to customer concerns and address them in a professional and empathetic manner
  • Ensure a high level of customer satisfaction by effectively resolving issues and providing accurate information

Troubleshooting:

  • Diagnose technical problems with bicycles based on customer descriptions
  • Offer step-by-step guidance to customers for resolving common issues, such as brake adjustments, tire maintenance, and gear shifting problems

Product Knowledge:

  • Stay updated on the latest features, components, and technologies used in bicycles
  • Provide customers with information on product specifications, assembly instructions, and maintenance guidelines

Documentation:

  • Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions
  • Create and update knowledge base articles and troubleshooting guides to assist both customers and colleagues

Communication:

  • Communicate effectively with customers, colleagues, and other departments to relay important product-related information and customer feedback
  • Relay product improvement suggestions and customer feedback to the appropriate teams

Quality Assurance:

  • Participate in training sessions and quality assurance programs to enhance technical knowledge and customer service skills
  • Monitor and adhere to service level agreements (SLAs) to ensure prompt and efficient customer support

Requirements

Qualifications:

  • High school diploma or equivalent; a technical degree or certification in bicycle/tricycle maintenance is a plus
  • Previous experience in customer service or technical support roles is preferred
  • Strong knowledge of bicycles, including components, maintenance, and repair
  • Excellent communication skills, both verbal and written
  • Patient, empathetic, and customer-focused attitude
  • Problem-solving skills and ability to think critically
  • Proficiency in using customer support software and computer applications
  • Ability to work independently and as part of a team

Working Conditions and Physical Requirements: There are prolonged periods of sitting, standing and working at a computer and on the phone with a headset. Traveling may be required.

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off

Schedule:

  • 8 hour shift

Experience:

  • Customer service: 1 year (Required)
  • Technical support: 1 year (Required)
  • Mechanical knowledge: 1 year (Preferred)

Work Location: In person