Rider Support - Technical Support Representative

Rider Support - Technical Support Representative

As a Rider Support - Technical Support Representative, you will play a key role in delivering an exceptional experience for riders by providing technical support, product guidance, and resolving customer inquiries.

• Provide technical product support and advice to riders and customers via phone and email.
• Develop and maintain a solid understanding of SRAM products while identifying and communicating knowledge gaps to relevant teams.
• Meet targeted KPIs for email and phone support.
• Gather and share customer feedback regarding products and sram.com with internal stakeholders to drive continuous improvement.
• Ensure a positive customer experience through effective problem-solving and clear communication.
• Excellent written and verbal communication skills in English.
• Additional language skills in Spanish, Italian, French, German, or Dutch are highly valued.
• Strong customer-focused mindset with a passion for helping riders and end consumers.
• Ability to work effectively both independently and as part of a team.
• Professional writing abilities and strong keyboard/typing skills.
• Excellent problem-solving skills, professionalism, and aptitude for collaborating within virtual and international teams.
• Quick learner, capable of acquiring knowledge through training and customer interactions.
• Strong bicycle mechanical knowledge and aptitude.
• Experience with Zendesk, Salesforce, Microsoft Word, and Microsoft Excel. Knowledge of SAP is considered an advantage.

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