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.
Independent Contractor Perks
Permanent work from home
Immediate hiring
Health Insurance Coverage for eligible locations
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.
62285548836

Work arrangement
Yes