System and Software Support Representative

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 9 days ago

Position Summary:

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.


Serve as the primary contact for technical product support and service of our existing global clients and partners

Track, prioritize and solve customer/dealer requests submitted through GURU Dealer Service Zendesk interface

Respond to broad range of simple to complex customer support matters and requests

At your discretion, develop methods to prioritize and resolve matters in order of urgency

Recognize cases where problem solving escalation is necessary to reach an appropriate solution

Troubleshoot and resolve service issues including order processing and shipment of service parts

Maintain consistent and relevant correspondence with customers to establish superior customer relationships

Dedicated commitment to being available immediately to address customer needs via phone, email, Zendesk and Remote Access

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

Follows internal controls and company policies as set by company and job function

Essential Qualifications:

Enrolled in a bachelors degree program from an accredited university in computer information technology, software development, information technology management or a recent graduate

Ideal candidates are those looking to gain experience with software development paired with understanding the needs of the customer

Apply a detail-oriented approach and critical thinking skills to understand a problem then solve it efficiently

Proven working experience in providing help desk and customer service

Working knowledge of help desk software, databases, and remote desktop tools

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

We are not looking for a spandex clad cyclist but an interest and understanding of the bicycle industry is helpful

Beneficial Qualifications:

Quick analyzation and adaption skills in software support and development

Database Management Skills (SQL/MS Access)

Intermediate to Advanced level experience with Windows operating system and tools, including network diagnostic skills/intermediate to advanced Windows troubleshooting skills

Microsoft Excel, and able to operate, parse, and construct

Zen Desk Experience

Remote access experience (TeamViewer/Splashtop)

Ability to document procedural changes in an organized and coherent fashion

Physical Demands:

Working conditions are normal for an office environment

Must be able to sit for extended periods of time

Must be able to use a computer keyboard and view a monitor for extended periods of time

Must be able to lift 50 lbs.