Customer Service Technical Support

Customer Service Technical Support

Job Title: Technical Support / Customer Service

Location: Petersfield GU32

Reports To: General Office Manager

Job Summary: The Bicycle/Motorcycle Technical Support Administration Assistant will provide essential administrative support to the technical support team. This role combines customer service and technical knowledge to assist in resolving technical queries, managing workflow ensuring smooth operations of the service department. The role requires strong communication skills, attention to detail, and a keen interest in bicycles and motorcycles.

Key Responsibilities:

1. Customer Support: Respond to customer inquiries via phone, email, or in-person, providing guidance on technical issues related to bicycles and motorcycles.
2. Technical Assistance: Assist customers in troubleshooting issues with their bicycles or motorcycles, offering advice on basic repairs, maintenance, and upgrades.
3. Order Management: Process service requests and repair orders, ensuring all required parts are ordered and deliveries are tracked.
4. Documentation: Maintain accurate records of customer interactions, service requests, repair logs, and inventory management.
5. Parts and Inventory Management: Assist in managing stock levels for bicycle and motorcycle parts, ensuring availability for repair services.
6. Technical Liaison: Work closely with the technical team to communicate customer feedback, repair needs, and service status.
7. Admin Support: Perform general administrative tasks, such as filing, data entry, and updating customer databases.
8. Process Improvement: Assist in identifying areas for improvement in technical support processes and customer experience.

Required Skills and Qualifications:

1. Technical Knowledge: Basic understanding of bicycles and motorcycles, including mechanics, repair techniques, and common issues.
2. Administrative Skills: Strong organisational skills and attention to detail in managing paperwork, repair logs, and customer orders.
3. Communication: Excellent verbal and written communication skills to assist customers and collaborate with the technical team.
4. Problem-Solving: Ability to troubleshoot technical issues and offer practical solutions to customers.
5. Customer Service: Friendly, patient, and customer-focused approach, with the ability to handle challenging situations calmly and professionally.
6. IT Proficiency: Familiarity with office software (Microsoft Office, Google Suite) and repair management software.
7. Team Player: Collaborative attitude with the ability to work well within a team environment.
8. Multitasking: Able to manage multiple tasks and prioritize effectively in a fast-paced environment.
9. 5 years of experience minimum requirement
10. A Minimum of Grade B in GCSE in English and Maths

Preferred Skills:

1. Experience in Bicycle or Motorcycle Repair: Prior experience in a technical support or service role within the bicycle or motorcycle industry is a plus.
2. Certifications: Any relevant technical certifications related to bicycle or motorcycle maintenance.
3. Knowledge of Repair Tools and Equipment: Familiarity with common bicycle and motorcycle tools, as well as repair techniques.
4. Customer Service Experience: Previous experience in customer-facing roles, especially in a technical or retail environment.

Working Conditions:

1. Schedule: Full-time, expected to work outside of hours during busy periods as part of the role.
2. Environment: Office and workshop setting, with occasional field visits as necessary.
3. Physical Requirements: Ability to lift and carry light bicycle/motorcycle parts and equipment.

How to Apply: Interested candidates should submit a resume and a cover letter outlining their relevant experience and interest in the position.

Seniority Level: Entry level

Employment Type: Full-time

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