Bicycle Warranty and Technical Support Specialist

BruntWork; Philippines; A distancia; PHP 480.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent Work from Home

Health insurance coverage

Descripción de la vacante

BruntWork is seeking a Bicycle Warranty and Technical Support Specialist to diagnose and resolve warranty issues from a single point of contact. You will handle technical advisory, warranty management, and documentation while maintaining high CSAT with a customer-centric approach.

The role supports Permanent Work from Home with a 40-hour week, Monday to Friday, 8:00 AM–5:00 PM AEST, and requires strong English communication skills and experience with CRM and claims-management tools.

Formación

• Deep knowledge of bicycle components and industry standards.
• Fluent English (written and verbal).
• Experience with CRM systems (e.g., Gorgias, Zendesk) and claims management software.
• Proven ability to manage high-stakes resolutions with professional calm.

Responsabilidades

• Provide expert-level technical assistance via phone, email, and web chat.
• Manage the full lifecycle of warranty claims between customers and external wholesalers.
• Maintain accurate CRM records and contribute to knowledge bases.
• Utilize AI tools to streamline responses and improve turnaround times.

Conocimientos

Technical troubleshooting

Bicycle knowledge

Conflict resolution

Communication

Herramientas

Gorgias

Zendesk

Claims management software

AI productivity tools

Descripción del empleo

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.

Benefits & Perks

• Permanent Work from Home
• Government Mandated Fees
• Health Insurance Coverage