eBike Customer Support & Product Support Specialist

Job Description

Job Description

Salary : $39,000 to $41,000 DOE

m a g n u m - ELECTRIC BIKES

About Magnum Bikes

Founded in 2010, Magnum Bikes has firmly established itself as a trailblazer within the global ebike movement. Evolving from modest origins, our ascent has been marked by recognition for innovation, design excellence, and an unwavering dedication to quality.

Our overarching mission is to lead the international ebike market by introducing premium electric bikes that redefine contemporary transportation.

At Magnum Bikes, we are committed to reshaping the landscape of sustainable mobility, aligning our efforts not only with environmental stewardship but also with the enhancement of individual lives.

Through a commitment to technological innovation, we aim to deliver sustainable joy and convenience to a broad audience through the Magnum ebike experience.

For individuals eager to immerse themselves in the excitement of Magnum ebikes and seek a professional environment teeming with opportunities for personal and career development, we invite you to explore further.

The Adventure Awaits : As an eBike Customer Support & Product Support Specialist, you will be responsible for delivering outstanding customer service and technical support to our customers and dealers.

You will serve as the primary point of contact for inquiries, concerns, and technical issues related to our eBike products.

Your role will involve providing prompt and accurate assistance to ensure customer satisfaction and product reliability.

Duties and Responsibilities :

• Dealer and end-user support for technical support, warranty support, placing wholesale parts orders, procedural communication, and facilitating and improving customer-to-dealer relations
• Inbound and outbound calls; Answer customers’ questions, resolves problems and maintains customer satisfaction by providing problem-solving resources
• Ability to diagnose and troubleshoot technical issues accurately and communicate the information in a timely and comprehensible manner.
• Multitask inbound and outbound calls, chat support, and email support.
• Continuously work with stakeholders and key employees in order to stay updated on new products, services, and policies
• Building training and reference materials for sales and support company wide, but especially relevant to daily departmental operations
• Keep client information within our databases updated, accurate, and secure
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to dealers and customers in accordance with the company's policies and procedures
• Provide warranty support to customers / end consumers in conjunction and support of the Product Team.
• Create and complete parts sales orders for clients via phone, email, chat, and website.
• Suggest and present new and improving past SOPs, policies, and CS scripts / macros to improve company efficiency and competitiveness and reduce costs
• Auditing, organizing, and modifying product listings internally and on our website to increase internal efficiency, improve customer experience, and increase conversion rates.
• Aiding website development by attending and contributing suggestions to CX Help Center meetings
• Other duties as assigned

Qualifications :

• Bachelor's degree in a related field (preferred).
• Bike knowledge strongly preferred.
• Proven experience in a customer-facing role, such as customer success, account management, or customer support.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Ability to work independently and as part of a team.
• Knowledge of our industry and products / services (or the ability to learn quickly).
• Customer-centric mindset and a genuine desire to help customers succeed.
• Experience with CRM software Zendesk and customer success tools is a plus.

Equal Employment Opportunity (EEO) Compliance Statement :

Magnum Bikes is an equal opportunity employer. We are committed to providing an inclusive and diverse workplace where all employees and applicants are treated with respect and consideration.

We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

We strive to create an environment that promotes equal employment opportunities and prohibits unlawful discrimination or harassment of any kind.

All employment decisions at Magnum Bikes, including recruitment, hiring, promotion, and all other terms and conditions of employment, are based solely on individual qualifications, job requirements, and business needs.

We encourage applications from candidates of all backgrounds and experiences to join our team and contribute to our diverse and inclusive workplace.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our application process and during employment, as required by applicable laws.

If you require accommodation or assistance to complete the application process or participate in an interview, please contact hr@magnumbikes.

com. We will work with you to ensure your needs are met.

By joining our team, you are aligning yourself with an organization that values and promotes diversity, equality, and inclusion.

Your unique perspectives and experiences are essential in helping us achieve our mission and create a welcoming and supportive work environment for all.