Technical Customer Service Specialist

Job Title: Technical Customer Service Specialist

Location: On Site (Mississauga)

Job Type: Full Time

Department: Customer Service

About Us

At IMGadgets, we are redefining how people move. We design and deliver top-tier electric bikes and electric scooters that make daily commuting eco-friendly, efficient, and fun. As our rider community grows, we are looking for a Technical Customer Service Specialist who can bridge the gap between complex mechanics and great customer experiences.

If you love figuring out how things work, tinkering with tech, and helping people solve problems, you’ll fit right in.

What We Offer

• Competitive Salary: $44,000 – $46,500 CAD
• Extended Benefits
• Paid Parking
• Vacation Pay
• Paid Vacation

The Role

You won’t just be reading from a script. In this role, you will be the go-to troubleshooting expert for our riders. You will handle incoming inquiries regarding product setups, battery health, mechanical adjustments, and firmware updates.

Don't worry if you aren't an e-bike mechanic yet—we will train you on the hardware. What we need from you is an innate curiosity, a sharp analytical mind, and a passion for helping others.

Key Responsibilities

• Diagnose & Troubleshoot: Guide customers through step-by-step diagnostics for hardware issues (e.g., battery errors, motor controller faults, brake adjustments, app connectivity).
• Multi-Channel Support: Respond to customer inquiries via phone, email, live chat, and in-person visits with clarity, patience, and empathy.
• Ad Hoc Inquiries: Efficiently manage and resolve spontaneous, unpredictable customer inquiries and special requests that arise outside of standard troubleshooting flows.
• Drive Customer Reviews: Actively engage with satisfied riders post-resolution to encourage and gather positive customer reviews, helping to build our brand reputation and community trust.
• Translate Tech to English: Break down complex technical solutions into simple, actionable steps that everyday riders can easily follow.
• Document & Escalate: Log technical issues accurately in our ticketing system and collaborate with our engineering team to report recurring product bugs or hardware defects.
• Create Resources: Help build out our customer-facing Help Center by identifying common issues and drafting clear FAQ articles or troubleshooting guides.

What We’re Looking For

• The "Tinkerer" Mindset: You have a natural aptitude for understanding how mechanical and electronic systems work. Maybe you build your own PCs, fix your own bike, or love setting up smart-home tech.
• Superb Communication: Excellent written and verbal communication skills. You can defuse a frustrated customer, adapt to unpredictable requests, and make riders feel supported.
• Adaptability & Initiative: Ability to think on your feet when handling unique, ad hoc scenarios and a proactive attitude toward turning great service into positive public reviews.
• Fast Learner: Ability to quickly absorb technical specifications, wiring schematics, and software ecosystem details during our training program.
• Problem Solver: You don't just look for a quick fix; you look for the root cause of a problem.
• Experience: 1–2 years in customer support, technical support, help desk, or retail environment (experience in a bike shop, electronics repair, or hardware tech support is a huge plus).

Bonus Points If You Have:

• A personal passion for e-bikes, scooters, or electric vehicles (EVs).
• Experience using CRM/ticketing software.
• Familiarity with basic electrical concepts (voltage, resistance, battery management systems).