Technical Support Specialist

We’re looking for a Technical Support Specialist to join our Customer Experience team. You’ll be the person customers talk to when their eBike has a problem — by email, chat, phone, and sometimes video call.

Here’s what the job actually looks like day-to-day:

• A customer says “my motor cuts out.” You figure out it’s a brake sensor disconnect (our #1 issue), walk them through repositioning it, and they’re back riding in 15 minutes.
• Someone emails “my display shows error 21.” You know this usually means a cable connection issue, not a broken display. You guide them through checking connectors before shipping a replacement.
• A new owner asks “is there a Biktrix app?” You explain that the display is the primary interface, suggest alternatives for ride tracking, and don’t promise something that doesn’t exist.
• A customer’s crank arm came loose on their FS Pro. You know this is a known issue on that model, treat it as urgent (safety), and get an RMA started quickly.
• Someone panics because their brand-new battery “won’t work.” You calmly ask if they’ve done the initial full charge. They haven’t. Problem solved.

You report to the Customer Experience Manager. The work is fast-paced and can be challenging, but it’s genuinely rewarding — you’re helping people get back on their bikes.

What We’re Looking For

We’re open to fresh graduates and career changers. You don’t need years of experience — you need the right mindset and aptitude. Here’s what matters:

Must-Haves

• Problem-solving brain — you like figuring out why things don’t work. Could be computers, bikes, cars, appliances — anything mechanical or technical.
• Clear communicator — you can explain a fix to someone who isn’t technical, patiently and without jargon.
• Comfortable on the phone — including when the customer is frustrated. You stay calm and helpful.
• Detail-oriented — you follow a process and document what you did. When you fix something, the next person can see how.
• Computer-literate — comfortable with Google Suite, learning new software (we use Gorgias and Shopify), and navigating multiple systems at once.
• You know how to ride a bike. (Seriously. It helps.)

Nice-to-Haves (not required)

• Experience with eBikes, bicycles, or any mechanical/electrical repair.
• Previous customer service or tech support experience (phone, chat, email).
• Bilingual English/French.
• Experience with Gorgias, Shopify, or similar platforms.
• You’ve taken apart something just to see how it works.

Why This Job Is More Interesting Than You Think

This isn’t a script-reading call center job. Our support team handles real technical diagnosis. Some examples of what you’ll learn:

Job Types: Full-time, Permanent

Pay: $15.00-$19.00 per hour

Expected hours: 40 per week

Benefits

• Dental care
• Employee assistance program
• Extended health care
• Paid time off

Application question(s):

• A customer emails: "My bike won't turn on." What are the first 3 things you'd ask them to check?
• A customer is angry because their brand-new bike "arrived broken." They want a full refund. How do you respond?
• You don't know the answer to a technical question. Walk us through what you do next.
• A customer asks: "Is there a Biktrix app I can download?" There isn't one. Write a short reply.
• Have you ever fixed, assembled, or maintained anything mechanical? Tell us about it.
• Why does this job interest you more than a generic customer service role?

Work Location: In person