E-Bike Customer Support Technician

About the Role

As one of DiroDi's E-Bike Customer Support Technicians, you will be responsible for diagnosing and resolving mechanical and electrical issues on e-bikes.

In this role, you will manage customer interactions via phone and email, providing advanced troubleshooting, product guidance, and technical advice to ensure every customer receives an exceptional experience. You'll also contribute to case documentation and knowledge base improvements to help drive continuous improvement across the team.

Key Responsibilities

• Provide technical support to customers via phone and email, assisting customers with troubleshooting, snf product diagnostics.

• Manage and resolve technical support cases, ensuring timely and accurate outcomes.

• Liaise with internal teams to resolve product issues and share technical insights that drive continuous improvement.

• Maintain thorough case documentation and contribute to knowledge base development.

• Support warranty assessments and provide recommendations on product suitability for specific applications.

What We’re Looking For

If you're a technically minded support professional who thrives on solving complex problems and delivering outstanding customer service, we'd love to hear from you. Bike mechanic experience is a strong advantage for this role.

We are looking for someone who:

• Enjoys working in a small business environment

• Takes ownership and responsibility

• Enjoys problem solving and fault finding

• Is willing to go the extra mile to solve a problem

• Is adaptable and open to new tasks

• Is practical, hands-on, and mechanically minded

• Is organised and able to manage their own work

About Us

DiroDi Electric Bikes is an Australian electric bike company specialising in electric bikes sold across Australia. We are a small, growing team focused on practical solutions, good customer support, and continuously improving our products and systems.

Work Environment

• Office-based role in Cheltenham, VIC

• Monday to Friday only

• No weekend work

• Stable, long-term role

• Small business and friendly team