GURU System and Software Support Representative

Impassioned by the goal of delivering high-performance products to both the professional athlete and the recreational cyclist, Cycling Sports Group encompasses several powerhouse Cycling brands, including Cannondale, GT, Charge, and Fabric. Cycling Sports Group is proud to present a truly unique and powerful portfolio of cycling brands to the market, continually striving to evolve through the very best products and service available today.

Wilton, CT

Cycling Sports Group

<p><strong>Big companies don&rsquo;t make great bikes. Great people do.</strong></p> <p>Here at Dorel Sports, we help people from all walks of life make the most of their bike ride by creating some of the most innovative, easy to enjoy, and best performing bicycle products across multiple brands.</p> <p>From Schwinn, to GT, Fabric and Cannondale we make cycling products for everyone &ndash; and as cycling develops and grows internationally, we&rsquo;re looking for more great people to join us. If you enjoy working with a challenging, inspiring and forward-thinking team of likeminded people, then we may just have something for you.</p> <p>Our offices are located in various cities across the world, health insurance and personal welfare are taken care of, and positivity is most definitely encouraged. If you love riding bikes as much as we do, then we&rsquo;re already off to a good start. Let&rsquo;s see what we can create together.</p>

keywords: teamwork,technical,solutions,success,organization,customer care,support,establish,experience,skills,knowledge,document,degree,technology,communication


Overview: Work at Dorel Sports offices, the makers of Schwinn, Cannondale, GT, and Mongoose bicycles. Located in Wilton, CT, the GURU team is looking for a motivated individual that can work diligently on key responsibilities while having flexibility to contribute to refining their own job function.
Responsibilities: <ul> <li>Serve as the primary contact for technical product support and service of our existing global clients and partners</li> <li>Track, prioritize and solve customer/dealer requests submitted through GURU Dealer Service Zendesk interface</li> <li>Respond to broad range of simple to complex customer support matters and requests</li> <li>At your discretion, develop methods to prioritize and resolve matters in order of urgency</li> <li>Recognize cases where problem solving escalation is necessary to reach an appropriate solution</li> <li>Troubleshoot and resolve service issues including order processing and shipment of service parts</li> <li>Maintain consistent and relevant correspondence with customers to establish superior customer relationships</li> <li>Dedicated commitment to being available immediately to address customer needs via phone, email, Zendesk and Remote Access</li> <li>Contributes to the success of the company by leading or assisting in development projects and creating tools that preserve the quality of the Guru experience and product line</li> <li>Follows internal controls and company policies as set by company and job function</li> </ul>
Requirements: Essential Qualifications:<br /><br /> <ul> <li>Enrolled in a bachelor&rsquo;s degree program from an accredited university in computer information technology, software development, information technology management or a recent graduate</li> <li>Ideal candidates are those looking to gain experience with software development paired with understanding the needs of the customer</li> <li>Apply a detail-oriented approach and critical thinking skills to understand a problem then solve it efficiently</li> <li>Proven working experience in providing help desk and customer service</li> <li>Working knowledge of help desk software, databases, and remote desktop tools</li> <li>Strong client-facing and communication skills</li> <li>Advanced troubleshooting and multi-tasking skills</li> <li>We are not looking for a spandex clad cyclist but an interest and understanding of the bicycle industry is helpful</li> </ul> <br />Beneficial Qualifications:<br /><br /> <ul> <li>Quick analyzation and adaption skills in software support and development</li> <li>Database Management Skills (SQL/MS Access)</li> <li>Intermediate to Advanced level experience with Windows operating system and tools, including network diagnostic skills/intermediate to advanced Windows troubleshooting skills</li> <li>Microsoft Excel, and able to operate, parse, and construct</li> <li>Zen Desk Experience</li> <li>Remote access experience (TeamViewer/Splashtop)</li> <li>Ability to document procedural changes in an organized and coherent fashion</li> </ul> <br />Physical Demands:<br /><br /> <ul> <li>Working conditions are normal for an office environment</li> <li>Must be able to sit for extended periods of time</li> <li>Must be able to use a computer keyboard and view a monitor for extended periods of time</li> <li>Must be able to lift 50 lbs.</li> </ul>