Technical and Warranty Services Specialist

Job not on LinkedIn

🔥 12 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BikesOnline USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

🛒 Retail

👥 B2C

eCommerce • Retail • B2C

BikesOnline USA is an online specialty retailer that focuses on providing bicycles, parts, and accessories. With a concentration on eCommerce, it caters to cycling enthusiasts and consumers looking for quality biking gear. The company operates primarily in the retail sector and leverages online platforms to reach a broader audience.

📋 Description

• 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 Customer Service and Sales teams • Serve as the primary intermediary between customers and external wholesalers/Australian partners • Manage warranty claims from initial submission through final resolution, including replacement, repair, or compensation • Assess and propose compensation or credit according to company policy and brand partner agreements • Maintain accurate CRM records of technical advice and warranty outcomes • Contribute to the internal and external Technical Knowledge Base • Identify recurring product faults and provide feedback to the Product team • Use AI tools and provided software to streamline response times and automate repetitive tasks • Maintain high-volume output while ensuring technical accuracy • Meet service benchmarks, including first responses within 20 hours and average follow-up responses under 2 business hours • Maintain high customer satisfaction through win-win conflict resolution

🎯 Requirements

• Deep knowledge of bicycle components, frame materials, and industry standards • Fluent English, written and verbal • Ability to translate complex technical jargon into simple customer instructions • Experience with CRM systems such as Gorgias or Zendesk • Experience with claims management software • Experience with AI productivity tools • Proven ability to manage high-stakes resolutions and frustrated customers professionally • Own and maintain computer equipment and peripherals • Consistent, high-speed internet connection suitable for VOIP and high-volume web-based applications • Strong knowledge of bicycles, components, and accessories • Relevant technical and end-to-end warranty claims experience • Submit a current resume and brief cover letter explaining interest, relevant experience, and bicycle knowledge

🏖️ Benefits

• Responsible for providing and maintaining own computer equipment and peripherals, including a noise-canceling headset • High-speed internet connection suitable for VOIP and high-volume web-based applications • Full-Time employment • Remote work arrangement