About this role
BikesOnline is an Australian ecommerce business specialising in bicycles, parts and accessories.
What You'll Do
The BikesOnline Technical and Warranty Services Specialist provides high-level technical expertise and end-to-end warranty claims management. This role merges proactive technical problem-solving with the administrative and negotiation skills required to resolve warranty claims with external wholesalers. The objective is to provide a seamless, "one-touch" experience where technical issues are diagnosed and warranty resolutions are initiated by a single point of contact.
KEY SERVICE DELIVERABLES Technical Advisory & Troubleshooting
• Provide expert-level technical assistance via phone, email, and web chat.
• Diagnose complex mechanical or electronic bicycle issues from a distance using evidence-based solutions (photos, videos, descriptions).
• Act as the technical escalation point for the general Customer Service and Sales teams.
End-to-End Warranty Management
• Serve as the primary intermediary between the customer and external wholesalers/Australian partners.
• Manage the full lifecycle of a warranty claim, from initial submission to final resolution (replacement, repair, or compensation).
• Assess and propose appropriate compensation or credit in line with company policy and brand partner agreements.
Documentation & Knowledge Management
• Maintain accurate records in the CRM, ensuring all technical advice and warranty outcomes are documented.
• Contribute to the "Technical Knowledge Base" (internal and external) to assist customers with self-service troubleshooting.
• Identify recurring product faults and provide feedback to the Product team to reduce future claim volumes.
Efficiency & Process Optimization
• Utilize AI tools and provided software to streamline response times and automate repetitive tasks.
• Maintain high-volume output consistent with departmental targets while ensuring technical accuracy.
SERVICE LEVEL AGREEMENT (SLA)
To ensure service quality, the Specialist is expected to meet the following benchmarks:
• Volume Equity: Maintain an enquiry/ticket volume consistent with the combined technical and warranty throughput of the department.
• Initial Response: First response to enquiries within 20 hours (automated or manual).
• Follow-up Support: Average next response time of less than 2 business hours.
• Resolution Quality: Maintain high customer satisfaction (CSAT) scores through "win-win" conflict resolution.
REQUIRED EXPERTISE & TOOLS
• Technical Knowledge: Demonstrated, deep-seat knowledge of bicycle components, frame materials, and industry standards.
• Communication: Fluent English (written and verbal); ability to translate complex technical jargon into simple customer instructions.
• Software Proficiency: Experience with CRM systems (e.g., Gorgias, Zendesk), Claims Management software, and AI productivity tools.
• Conflict Resolution: Proven ability to manage high-stakes resolutions and frustrated customers with professional "calm."
• Equipment & Infrastructure: The Specialist is responsible for providing and maintaining their own computer equipment, peripherals (e.g., noise-canceling headset), and ensuring all services are delivered via a consistent, high-speed internet connection suitable for VOIP and high-volume web-based applications.
What We Believe In
Our values guide how we work and make decisions:
• Delight the Customer
• Focus on the Process
• Take Responsibility
• Learn, Grow & Develop
• One Team Together
How to Apply
If this sounds like you, we’d love to hear from you. Please submit:
• Your current resume; and
• A brief cover letter explaining your interest in the role, your relevant experience and your knowledge of bicycles.
To be considered, you should have:
• Strong knowledge of bicycles, components and accessories;
• Excellent written and verbal English communication skills; and
• Relevant technical and end-to-end warranty claims experience