Overview
Product Support Representative Jobs in Atlanta Metropolitan Area at Wahoo Fitness
Title: Product Support Representative
Company: Wahoo Fitness
Location: Atlanta Metropolitan Area
As a Wahooligan Experience Specialist, you’ll play a key role in delivering an outstanding customer experience to our global community of athletes. Similar to a customer service position, this role focuses on resolving customer inquiries, providing product insights, and ensuring that every interaction reflects Wahoo’s commitment to excellence.
Are you ready to make a difference for Wahooligans worldwide? If so, we’d love to hear from you!
What You'll Do
- Provide exceptional support to customers via email, chat, and phone, ensuring quick and complete resolution of inquiries
- Identify and address customer issues by determining the cause, proposing effective solutions, expediting corrections, and following up to ensure satisfaction
- Utilize the customer service management system (e.g., Zendesk) to log, track, and manage interactions
- Communicate with customers throughout the resolution process, providing updates on product status (e.g., received, tested, replaced, canceled)
- Assist with pre-sale inquiries by explaining product features and differences to prospective customers
- Maintain a database of product issues for analysis and collaborate with developers to resolve technical challenges
- Manage inventory flow for customer returns, warranties, and replacements, ensuring efficient resolutions
- Test returned products to collect feedback and identify issues
- Coordinate shipments of defective products to manufacturers for testing or credit
- Oversee the in-house inventory of spare and refurbished parts
- Contribute to team success by achieving measurable outcomes
What We’re Looking For
- Language Skills: Foreign language proficiency is a bonus – especially German
- Experience: 1–3 years in a customer service role, preferably in a technology-focused company
- Technical Aptitude: Strong ability to learn and follow technical processes; familiarity with Zendesk, Google Drive, and Microsoft Office is a plus
- Customer-Centric Approach: Exceptional interpersonal skills with a friendly, patient, and professional demeanor
- Problem-Solving Skills: Ability to handle complaints tactfully, resolve issues effectively, and prioritize task
- Communication: Excellent written and verbal communication skills with practiced listening abilities
- Detail-Oriented: Strong organizational skills and the ability to manage multiple tasks simultaneously
- Resilience: Thick-skinned and capable of managing challenging customer interaction
- Ownership: Self-motivated with a bias for action and a commitment to delivering result
- Flexibility: Willingness to work flexible hours, including evenings and weekend
- Passion for Fitness: Enthusiasm for endurance sports, particularly cycling and running.
