Technical & Warranty Specialist

PURPOSE OF THIS ROLE

At enviolo we work hard to ensure our customer experience is outstanding. 

Our Technical & Warranty Specialists provide frontline support to retail and OEM customers who have technical and warranty related queries about our enviolo products. They play a key role in working with our customers to understand their needs, help them get the right solutions quickly, and achieve a customer experience that drives loyalty and excitement towards the enviolo brand. 

KEY RESPONSIBILITIES 

• Understanding and aligning around our vision and goals for a great customer experience

• Working with retailers and OEM clients to understand their technical and warranty queries via telephone, email or online chat, to understand challenges or questions around the use, functionality and performance of enviolo products. Working with them to find the right solution and get enviolo equipped bikes back on the road to ensure a great customer experience.

• Ensuring technical queries and are recorded in a way that helps the business gain insight from patterns and trends that inform focus areas for our education teams (e.g. common questions and training items), feedback and insights for product development, and content and improvements for our customer help center (e.g. how improve self-help initiatives and content)

• Driving collaboration within the team and with other teams, to ensure the best customer experience.

• Continuously contributing to improvements across guidelines, routines, and ways of working that are effective but agile and optimized around improvement.

KEY REQUIREMENTS

• To be successful in this role, you’d need at least 2 years’ experience helping customers in a frontline technical service role, with a proven track record of helping clients understand and solve technical queries relating to bike components or similar

• Strong written and verbal communication skills, care and urgency around helping customers and building a great brand, and attention to detail in understanding customer queries and processing claims

• Fluency in English plus either fluent Dutch or fluent German is required, fluency in French is advantageous

• Exposure to working with a query ticketing system like Zendesk

Our Commitment to Diversity, Equity and Inclusion

Mobility affects most humans around the globe, regardless of how they look, who they love, how they personally identify, or their beliefs. We're looking for a diverse group of people to join our team, and our enviolo journey, because a diverse team will better enable us to understand and change the way people move, thereby enhancing and accelerating our success. At enviolo we value creating an environment where our work community members build careers with equal access to opportunities, are treated with dignity and respect, and feel a sense of belonging and worth.  We encourage applications from humans from all walks of life, and this specifically includes members of underrepresented communities. We aim to create a recruiting environment where diverse people apply for open positions at enviolo without hesitation, even if they don’t completely fit all of our job posting qualifications or requirements.