Bicycle Warranty and Technical Support Specialist

Job Overview

Our client is looking for a Bicycle Warranty and Technical Support Specialist to provide high-level technical expertise and end-to-end warranty claims management. This role merges proactive technical problem-solving with the administrative and negotiation skills required to resolve warranty claims with external wholesalers. The objective is to provide a seamless, one-touch experience where technical issues are diagnosed and warranty resolutions are initiated by a single point of contact.

Schedule

• Monday - Friday, 8:00 AM - 5:00 PM AEST, with 1 hour unpaid break (40 hours per week)

Responsibilities

• Technical Advisory & Troubleshooting: Provide expert-level technical assistance via phone, email, and web chat. Diagnose complex mechanical or electronic bicycle issues remotely using photos, videos, and descriptions. Act as the technical escalation point for general Customer Service and Sales teams.
• End-to-End Warranty Management: Serve as the primary intermediary between the customer and external wholesalers/Australian partners. Manage the full lifecycle of a warranty claim from initial submission to final resolution (replacement, repair, or compensation). Assess and propose appropriate compensation or credit in line with company policy and brand partner agreements.
• Documentation & Knowledge Management: Maintain accurate records in the CRM, ensuring all technical advice and warranty outcomes are documented. Contribute to internal and external Technical Knowledge Bases to assist customers with self-service troubleshooting. Identify recurring product faults and provide feedback to the Product team to reduce future claim volumes.
• Efficiency & Process Optimization: Utilize AI tools and provided software to streamline response times and automate repetitive tasks. Maintain high-volume output consistent with departmental targets while ensuring technical accuracy.

Service Level Agreement (SLA)

• Volume Equity: Maintain an enquiry/ticket volume consistent with the combined technical and warranty throughput of the department.
• Initial Response: First response to enquiries within 20 hours (automated or manual).
• Follow-up Support: Average next response time of less than 2 business hours.
• Resolution Quality: Maintain high customer satisfaction (CSAT) scores through win-win conflict resolution.

Requirements

• Demonstrated, deep-seated knowledge of bicycle components, frame materials, and industry standards.
• Fluent English (written and verbal) with the ability to translate complex technical jargon into simple customer instructions.
• Experience with CRM systems (e.g., Gorgias, Zendesk), Claims Management software, and AI productivity tools.
• Proven ability to manage high-stakes resolutions and frustrated customers with professional calm and strong conflict-resolution skills.
• Responsible for providing and maintaining your own computer equipment, peripherals (e.g., noise-canceling headset), and a consistent, high-speed internet connection suitable for VOIP and web-based applications.

Benefits & Perks

• Permanent Work from Home
• Government Mandated Fees
• Health Insurance Coverage

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.

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