Rider Support Technical Support Representative- USA

SRAM; San Luis Obispo (CA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Annual Bonus

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Life and disability insurance

Paid time off

Job summary

SRAM is seeking a Rider Support Technical Support Representative to assist SRAM riders with sales and technical support, delivering timely information and solutions.

Ideal candidates will have direct-to-consumer experience, excellent English communication, and strong bicycle mechanics knowledge. Remote work not indicated; on-site in the San Luis Obispo area is typical for this role.

Qualifications

• Direct-to-consumer customer service experience.
• Strong written and verbal communication skills (English).
• Strong bicycle mechanical knowledge/aptitude.
• Strong virtual team communication skills and problem-solving ability.
• Comfortable working independently as well as part of a team.
• Proficiency with Zendesk, Salesforce, Word and Excel; SAP knowledge preferred.

Responsibilities

• Provide technical product support and advice to customers.
• Demonstrate working knowledge of SRAM products and help identify information gaps.
• Deliver accurate, timely product information to consumers via phone and email, meeting KPIs for both channels.
• Support consumer direct order management for specific product lines.
• Provide timely, accurate feedback on sram.com and products to supporting teams.

Skills

Customer service

English proficiency

Bicycle mechanics

Communication (written)

Problem solving

Independent work

Tools

Zendesk

Salesforce

Microsoft Word

Excel

SAP

Job description

Overview

SRAM is looking for a Rider Support Technical Support Representative to provide sales and technical assistance to SRAM riders.

Responsibilities

• Provide technical product support and advice to customers
• Demonstrate working knowledge of SRAM products and help identify information gaps
• Deliver accurate, timely product information to consumers via phone and email, meeting targeted KPIs for both channels
• Support consumer direct order management for specific product lines
• Provide timely, accurate feedback on sram.com and products to supporting teams

Qualifications

• Direct-to-consumer customer service experience
• Strong written and verbal communication skills (English)Strong bicycle mechanical knowledge/aptitude
• Strong virtual team communication skills, professionalism, and problem-solving ability; comfortable working independently as well as part of a team
• Strong professional writing ability and typing speed
• Ability to learn quickly through on-the-job experience, training, and customer interaction
• A passion for helping riders (end consumers)
• Preferred:
• Bilingual in Spanish, Italian, French, German, or Dutch
• Proficiency with Zendesk, Salesforce, Microsoft Word, and ExcelSAP knowledge
• Compensation:
• Starting salary is $22.00 per hour
• Comprehensive benefits package including:
• Annual Bonus
• Medical, dental, and vision insurance
• 401(k) with company match
• Life and disability insurance
• Paid time off

About SRAM

SRAM LLC is one of the world's largest suppliers of components to the bike industry. Established in Chicago in 1987, SRAM continues to promote cycling through its products, its advocacy, and its employees who are dedicated to improving the cycling experience. Today, SRAM employs more than 5,000+ employees, in 20+ locations, across 10+ countries. SRAM is proud to be an equal opportunity employer.