[Hiring] Technical and Warranty Services Specialist @Bikes Online

Role Description

The BikesOnline Technical and Warranty Services Specialist provides 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.

KEY SERVICE DELIVERABLES

• Technical Advisory & Troubleshooting
  • Provide expert-level technical assistance via phone, email, and web chat.
  • Diagnose complex mechanical or electronic bicycle issues from a distance using evidence-based solutions (photos, videos, descriptions).
  • Act as the technical escalation point for the 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 the "Technical Knowledge Base" (internal and external) 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.

Qualifications

• Strong knowledge of bicycles, components and accessories.
• Excellent written and verbal English communication skills.
• Relevant technical and end-to-end warranty claims experience.

Requirements

• Technical Knowledge: Demonstrated, deep-seat knowledge of bicycle components, frame materials, and industry standards.
• Communication: Fluent English (written and verbal); ability to translate complex technical jargon into simple customer instructions.
• Software Proficiency: Experience with CRM systems (e.g., Gorgias, Zendesk), Claims Management software, and AI productivity tools.
• Conflict Resolution: Proven ability to manage high-stakes resolutions and frustrated customers with professional "calm."
• Equipment & Infrastructure: The Specialist is responsible for providing and maintaining their own computer equipment, peripherals (e.g., noise-canceling headset), and ensuring all services are delivered via a consistent, high-speed internet connection suitable for VOIP and high-volume web-based applications.

Benefits

• Opportunity to work in a dynamic and growing ecommerce environment.
• Access to ongoing training and development.
• Flexible working arrangements.

How to Apply

If this sounds like you, we’d love to hear from you. Please submit:

• Your current resume;
• A brief cover letter explaining your interest in the role, your relevant experience and your knowledge of bicycles.