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.
Skills Required
- Excellent written and verbal communication skills in English
- Strong customer-focused mindset
- Ability to work independently and as part of a team
- Professional writing and strong keyboard or typing skills
- Excellent problem-solving skills and professionalism
- Ability to collaborate within virtual and international teams
- Ability to learn quickly through training and customer interactions
- Strong bicycle mechanical knowledge and aptitude
- Experience with Zendesk, Salesforce, Microsoft Word, and Microsoft Excel
- Additional language skills in Spanish, Italian, French, German, or Dutch
- Knowledge of SAP
SRAM, LLC Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes multiple medical, dental, and vision options with mental‑health support and EAP sessions; employer materials also cite HSA‑eligible plans with company funding. Feedback suggests the health plan is considered solid and recently confirmed as employer‑verified.
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Parental & Family Support — Family support spans paid parental leave alongside birth‑parent medical leave, with resources like Dependent Care FSA, Milk Stork, and on‑site mother’s rooms. Feedback suggests these programs make the package notably supportive for new and working parents.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings include wellness reimbursements and an award‑winning program, plus cycling‑centric perks like lunch rides, commuter facilities, dog‑friendly offices, and product discounts. Feedback suggests these lifestyle benefits contribute meaningfully to overall satisfaction.
SRAM, LLC Insights
What We Do
Founded in Chicago in 1987 by Stan Day, SRAM, LLC has grown to be one of the world's largest bicycle component manufacturers. Today, we are led by CEO, Ken Lousberg, and Stan Day serves as Chairman of our Board. SRAM’s global footprint helps us bring cycling to every corner of the globe, including your local roads and trails. We design and manufacture bicycle components, including shifters, derailleurs, brakes, chains, suspension, and power meters. Our components are used by bicycle manufacturers, distributors, and bicycle retailers. Read the full history of SRAM: https://www.sram.com/en/company/about/history
Why Work With Us
SRAM’s success is due to the hard work, passion, and commitment of our team members around the world. A respectful workplace where we strive for a diverse and inclusive environment and all people feel welcome. We offer benefit programs that encourage well-being and support in all aspects of team members’ lives.
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SRAM, LLC Teams
SRAM, LLC Offices
OnSite Workspace
Our employees typically work 5 days per week in an office.
