E-Bike Customer Support Technician

Dirodi Electric Bikes; City of Melbourne; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

On-site role

Job summary

DiroDi Electric Bikes is seeking an E-Bike Customer Support Technician to diagnose and resolve mechanical and electrical issues on e-bikes. You will handle customer interactions by phone and email, offering advanced troubleshooting and technical guidance to ensure an exceptional experience.

Contribute to case documentation and knowledge base improvements to drive continuous team development. The role is office-based in Cheltenham, VIC, Monday to Friday with no weekend work.

Qualifications

• Experience in diagnosing mechanical and electrical issues on bikes or similar equipment.
• Strong troubleshooting skills and ability to explain technical details to customers.
• Customer-focused mindset with clear communication via phone and email.

Responsibilities

• Provide technical support to customers via phone and email, assisting with troubleshooting and product diagnostics.
• Manage and resolve technical support cases in a timely and accurate manner.
• Liaise with internal teams to resolve product issues and share insights for improvements.
• Maintain thorough case documentation and contribute to knowledge base development.
• Support warranty assessments and advise on product suitability for applications.

Skills

Bike mechanic experience

Technical troubleshooting

Customer service

Hands-on problem solving

Education

Bike mechanic experience

Tools

Diagnostic tools

CRM software

Job description

As one of DiroDi's E-Bike Customer Support Technicians, you will be responsible for diagnosing and resolving mechanical and electrical issues on e-bikes.

In this role, you will manage customer interactions via phone and email, providing advanced troubleshooting, product guidance, and technical advice to ensure every customer receives an exceptional experience. You'll also contribute to case documentation and knowledge base improvements to help drive continuous improvement across the team.

About the Role

As one of DiroDi's E-Bike Customer Support Technicians, you will be responsible for diagnosing and resolving mechanical and electrical issues on e-bikes.

In this role, you will manage customer interactions via phone and email, providing advanced troubleshooting, product guidance, and technical advice to ensure every customer receives an exceptional experience. You'll also contribute to case documentation and knowledge base improvements to help drive continuous improvement across the team.

Key Responsibilities

• Provide technical support to customers via phone and email, assisting customers with troubleshooting, snf product diagnostics.
• Manage and resolve technical support cases, ensuring timely and accurate outcomes.
• Liaise with internal teams to resolve product issues and share technical insights that drive continuous improvement.
• Maintain thorough case documentation and contribute to knowledge base development.
• Support warranty assessments and provide recommendations on product suitability for specific applications.

What We’re Looking For

If you're a technically minded support professional who thrives on solving complex problems and delivering outstanding customer service, we'd love to hear from you. Bike mechanic experience is a strong advantage for this role.

We are looking for someone who:

• Enjoys working in a small business environment
• Takes ownership and responsibility
• Enjoys problem solving and fault finding
• Is willing to go the extra mile to solve a problem
• Is adaptable and open to new tasks
• Is practical, hands-on, and mechanically minded
• Is organised and able to manage their own work

About Us

DiroDi Electric Bikes is an Australian electric bike company specialising in electric bikes sold across Australia. We are a small, growing team focused on practical solutions, good customer support, and continuously improving our products and systems.

Work Environment

• Office-based role in Cheltenham, VIC
• Monday to Friday only
• No weekend work
• Stable, long-term role
• Small business and friendly team