Provides technical product support and guidance to riders through phone and email, resolves inquiries, manages direct-to-consumer orders, meets support KPIs, gathers customer feedback, and collaborates with internal teams to improve products and customer experience. Requires strong communication, problem-solving, bicycle mechanical knowledge, typing skills, and proficiency with customer support and office software.
Overview
As a Rider Support - Technical Support Representative, you will play a key role in delivering an exceptional experience for riders by providing technical support, product guidance, and resolving customer inquiries.
Responsibilities
Qualifications
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.
As a Rider Support - Technical Support Representative, you will play a key role in delivering an exceptional experience for riders by providing technical support, product guidance, and resolving customer inquiries.
Responsibilities
- Provide technical product support and advice to riders and customers via phone and email.
- Develop and maintain a solid understanding of SRAM products while identifying and communicating knowledge gaps to relevant teams.
- Meet targeted KPIs for email and phone support.
- Gather and share customer feedback regarding products and sram.com with internal stakeholders to drive continuous improvement.
- Support direct-to-consumer order management for designated product lines.
- Ensure a positive customer experience through effective problem-solving and clear communication.
Qualifications
- Excellent written and verbal communication skills in English.
- Additional language skills in Spanish, Italian, French, German, or Dutch are highly valued.
- Strong customer-focused mindset with a passion for helping riders and end consumers.
- Ability to work effectively both independently and as part of a team.
- Professional writing abilities and strong keyboard/typing skills.
- Excellent problem-solving skills, professionalism, and aptitude for collaborating within virtual and international teams.
- Quick learner, capable of acquiring knowledge through training and customer interactions.
- Strong bicycle mechanical knowledge and aptitude.
- Experience with Zendesk, Salesforce, Microsoft Word, and Microsoft Excel. Knowledge of SAP is considered an advantage.
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.
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