Product Support Representative

Company Summary

Pedego® Electric Bikes is an innovative and leading electric bike brand. With a wide range of models, Pedego offers a variety of electric bikes to suit different needs and preferences, including cruisers, commuters, and mountain bikes. What sets Pedego ahead of its competitors are the high-quality components, strong customer support, network of providers, and stylish designs. Pedego electric bikes deliver fun, exercise and a green alternative for transportation — transforming lives with fun and delight. As a company, we focus on putting people first.

Position Overview

The Product Support Representative will assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips. They diagnose electrical and mechanical issues and assist with repair requests.

Responsibilities and Duties

• Communicate via phone and email with customers/dealers to answer questions and resolve issues
• Track product issues and warranty parts; communicate to related parties
• Maintain clean and organized work area
• Maintain working knowledge of new and existing products
• Educate dealers on how to use proprietary tools and update software
• Create orders and credits for warranty components
• Safely service ebikes and batteries as well as fulfilling the end of life processes
• Assist management with special projects as needed

Required Qualifications

• 2+ years of sales and/or customer service experience
• Strong interpersonal, diagnostic, written and verbal communication skills
• Mechanically inclined

Preferred Qualifications

• Experience in the bicycle industry
• Experience with Zendesk
• Experience with Netsuite

Salary Range: $20.00 - $23.00 per hour

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person