Technical and Warranty Services Specialist (Philippines Remote)

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