Velopower Inc. offers a hands-on, customer-first environment for an onsite Technical Support Associate – Ebike in Bellmawr, NJ. This full-time role provides meaningful work supporting bike shop dealers, KOL partners, and end customers through troubleshooting, warranty claims, and parts sourcing. The position comes with a salary of $50,000 to $60,000 per year and a benefits package that includes 401(k), health, dental, and vision insurance, paid time off, and a flexible schedule.
You will join a team focused on technical excellence and superior service. Expect to blend empathy with expertise as you assist clients by email, phone, and chat, guide them through ebike related issues, and help them maximize product value. Your contributions will span troubleshooting mechanical, electrical, and software concerns, handling warranty claims, and coordinating parts purchases to ensure timely fulfillment. Collaboration with internal teams will be key to resolving product issues and elevating overall customer satisfaction.
Responsibilities
- Deliver exceptional customer service with empathy, professionalism, and problem-solving focus.
- Provide outstanding technical support to dealers, KOLs, and direct clients via email, phone, or chat.
- Troubleshoot ebike related issues across mechanical, electrical, and software domains.
- Assist customers with warranty claims and product returns.
- Help clients order parts and ensure timely fulfillment.
- Collaborate with internal teams to resolve product issues and improve customer satisfaction.
- Maintain accurate CRM records of inquiries, resolutions, and interactions.
- Stay current with product updates, new features, and industry best practices to provide accurate support.
- Educate customers about product features, usage, and maintenance best practices.
- Contribute to FAQs, troubleshooting guides, and other self-service resources.
- Provide feedback to product and engineering teams about recurring issues and improvements.
- Ensure timely follow-up on unresolved issues and escalations with clear timelines and resolutions.
- Apply empathy, patience, and a customer-first mindset in all interactions.
Requirements
- Proven experience in a technical support or customer service role (2+ years preferred).
- Strong knowledge of ebikes, including mechanical systems, electrical components, and battery systems.
- Excellent problem-solving skills and a customer-focused attitude.
- Ability to work independently and manage multiple tasks.
- Strong written and verbal communication skills.
- Experience with CRM software (Zendesk, HubSpot, or similar).
- Ability to understand and communicate technical concepts clearly to non-technical customers.
- Ability to work in a fast-paced, team-oriented environment.
- College degree required; Technical or IT certifications a plus.
- Knowledge of ebike industry standards and trends is a plus.
Technologies
Position details
- Location: Onsite in Bellmawr, NJ
- Job Type: Full-time
- Pay: $50,000.00 – $60,000.00 per year
- Department: Customer Service / Technical Support
- Education: College degree required
