Key Skills

Job Description

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 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.

Core Responsibilities

Provide technical product support and guidance to riders via phone and email while managing direct-to-consumer orders. Gather customer feedback to drive product improvements and maintain high standards of service.

Requirements

Requires strong bicycle mechanical knowledge and excellent communication skills in English, with proficiency in tools like Zendesk and Salesforce. Candidates should be quick learners with a customer-focused mindset and the ability to work effectively in a team.