Customer Service Cycling Technical Expert

AMain Hobbies; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

Amain Inc. operates premier online cycling brands and seeks a Customer Service Cycling Technician who blends deep product knowledge with hands-on mechanical expertise to support customers remotely.

You will diagnose technical issues, guide product selection, handle orders and returns, and collaborate with the service team to ensure a top-notch shopping experience for cycling enthusiasts.

Qualifications

• Extensive knowledge of bicycles and cycling components.
• Proficient with MS Office, Excel and email/internet apps.
• Typing speed of 25 wpm.
• Strong verbal and written communication skills.
• Detail oriented with multitasking in fast-paced settings.

Responsibilities

• Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
• Recommend, select, and help locate merchandise based on customer needs; explain product features, care, operation, and warranty information.

Skills

Cycling expertise

Technical skills

Communication

Core aptitudes

Mathematical skills

Tools

MS Office

Excel

Email/Internet

Job description

All Jobs > Customer Service Cycling Technical Expert

Customer Service Cycling Technical Expert
Fully Remote Remote Worker - N/A

Full-time

Description

Job Title: Customer Service Cycling Technical Expert

Reports to: Customer Service Manager, Customer Service Shift leads

FLSA: Non-Exempt

Job Summary

Amain Inc. operates premier online retail brands, including Performancebike.com and Danscomp.com. As a Customer Service Cycling Technician, you will leverage your deep cycling industry knowledge and mechanical expertise to provide world-class technical support and customer care. This role is perfect for a passionate cyclist who thrives on solving complex technical inquiries, guiding customers to the right products, and ensuring an exceptional shopping experience.

Requirements

• Technical Support: Diagnose and troubleshoot complex technical and compatibility issues related to cycling components, accessories, and apparel.
• Customer Consultation: Recommend, select, and help locate merchandise based on unique customer needs; clearly explain product features, care, operation, and warranty information.
• Omnichannel Communication: Effectively support customers across multiple platforms, including computer-based phone systems, SMS, Live Chat, and email.
• Account & Order Management: Process orders through our e-commerce platform and research/resolve customer issues regarding order statuses, account discrepancies, pricing matches, promos, and billing.
• Returns & Warranties: Partner with the Returns department to evaluate technical, cycling-related returns, authorize claims, and issue refunds or credits according to company policy.
• Inventory Cross-Verification: Proactively research and identify inventory discrepancies by verifying digital data against physical stock in the Distribution Center.
• Team Collaboration: Identify and report customer contact trends, workflow bottlenecks, or business concerns to management; contribute to broader department goals as directed.

Qualifications & Requirements

• Cycling Expertise: Extensive technical knowledge of bicycles, components, and the cycling industry (prior industry experience or deep mechanical hobbyist experience is absolutely required).
• Technical Skills: Proficient with computers (MS Office, Excel, E-mail/Internet) and the ability to quickly learn proprietary software. Minimum typing speed of 25 w.p.m.
• Communication: Strong verbal and written communication skills; comfortable presenting information clearly to both customers and internal team members.
• Core Aptitudes: High attention to detail, exceptional multitasking abilities in a fast-paced environment, and a strong collaborative mindset.
• Mathematical Skills: Basic proficiency in measuring, calculating rates/ratios/percentages, and interpreting basic inventory graphs.

Physical Demands & Work Environment

• Must be able to sit for extended periods (office/call center environment) with occasional standing and walking.
• Frequent use of hands and arms to operate computer equipment and handle cycling components.
• Occasional bending, kneeling, crouching, reaching, or climbing within a warehouse setting.
• Ability to safely lift up to 20 lbs. occasionally.
• Comfortable working in a moderate-noise environment (open call center and active distribution warehouse).
• Friendly, engaging, and confident personality when interacting with the public.
• Polite, helpful, and solution-oriented approach to customer frustrations.
• A dedicated team player with a strong work ethic.