Technical Support Representative, Angeles

Velotric is an innovative company founded by industry leaders from renowned brands like Lime, Giant, Specialized, and Decathlon. The team is passionate about creating ebikes that combine elegance, high performance, reliability, safety, and affordability. With a vision for a more expressive and stress-free riding experience, Velotric offers a flagship model, the Velotric Discover 1, which emphasizes style, comfort, and engineering reliability. The company is committed to providing an ebike that is easy to use, enjoyable to ride, and delivers superior performance while maintaining a sleek and fashionable design.

Position Overview

We are seeking a detail-oriented and motivated Customer Service Technical Support Representative to join our team. The ideal candidate will have a strong background in customer service, technical support, and troubleshooting, paired with excellent communication skills and a genuine passion for helping customers resolve technical issues efficiently. This role is vital in ensuring that customers receive timely, accurate, and high-quality support while enhancing their overall experience with our products and services.

Technical Support:

• Provide expert troubleshooting assistance to customers experiencing technical issues with products and services.
• Guide customers through complex technical challenges, offering clear, step-by-step solutions.

Customer Interaction:

• Handle customer inquiries and support requests via calls and emails with professionalism, empathy, and clarity.
• Ensure customer interactions are conducted in a courteous, efficient, and positive manner, reinforcing the companys commitment to service excellence.

Product Knowledge:

• Maintain up-to-date knowledge of the companys products, services, and any corporate changes.
• Leverage product knowledge to offer precise, tailored solutions to customer problems, ensuring accurate and timely resolution.

Issue Resolution:

• Effectively identify and troubleshoot problems, providing appropriate solutions in a timely manner.
• In cases of complex issues, escalate cases to the relevant team or department while ensuring customers are kept informed throughout the process.

Tools Proficiency:

• Utilize customer service software and technical tools to log issues, track resolution progress, and maintain comprehensive records for future reference.
• Ensure all customer interactions are well-documented and aligned with service standards and internal procedures.

Team Collaboration:

• Work collaboratively with team members to share knowledge, improve processes, and enhance overall team performance.
• Contribute to team goals, providing insights that help streamline workflows and improve customer satisfaction.

Knowledge Base Contribution:

• Update and contribute to internal knowledge bases and FAQs, improving troubleshooting processes and providing a resource for both customers and internal teams.

Continuous Learning:

• Stay informed about the latest troubleshooting techniques, industry best practices, and product updates to continually enhance service quality.
• Participate in training sessions to improve technical expertise and customer service skills.