Job Title:Customer/Technical Support Representative

Working Hours: Monday to Friday 9am to 5pm PST

Salary Range:$1,500 –$2,500/month(higher end of the budget if technical depth is strong)

depending on experience

About the company:The brand that makes fun toys like paddle boards, skateboards and bikes, is now adding electric bikes to the mix.

About the Role:
* Handle inbound customer support (email, chat, possibly phone)
Handle inbound customer support (email, chat, possibly phone)
* Troubleshoot:Bike assembly issuesE-bike power/connectivity issuesMechanical & technical questions
Troubleshoot:
* Bike assembly issues
Bike assembly issues
* E-bike power/connectivity issues
E-bike power/connectivity issues
* Mechanical & technical questions
Mechanical & technical questions
* Read between the lines of customer issues
Read between the lines of customer issues
* Escalate complex cases when needed
Escalate complex cases when needed
* Partner closely with Amanda (CS Manager)
Partner closely with Amanda (CS Manager)

HARD SKILLS REQUIRED
* Customer service experience (technical products preferred)
Customer service experience (technical products preferred)
* Strong troubleshooting / diagnostic thinking
Strong troubleshooting / diagnostic thinking
* Ability to explain technical concepts clearly to non-technical users
Ability to explain technical concepts clearly to non-technical users
* Comfortable learning product documentation & SOPs
Comfortable learning product documentation & SOPs
* Strong written and spoken English
Strong written and spoken English

SOFT SKILLS REQUIRED
* Critical thinker (non-scripted support)
Critical thinker (non-scripted support)
* Calm under pressure
Calm under pressure
* Empathetic communicator
Empathetic communicator
* Curious, problem-solver mindset
Curious, problem-solver mindset
* Willingness to learn product deeply
Willingness to learn product deeply

IDEAL BACKGROUND (BONUS)
* Cycling / e-bike experience (bonus, not mandatory)
Cycling / e-bike experience (bonus, not mandatory)
* Technical support (appliances, electronics, hardware, etc.)
Technical support (appliances, electronics, hardware, etc.)
* Experience working with US customers
Experience working with US customers