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Member Support Associate - Hardware/Software

The Hardware/Software Support Associate is responsible for working directly with Members to resolve their issues & provide great experiences. We are looking for candidates to join a team that focuses on providing outstanding support in hardware & software troubleshooting. This role interacts directly with Members by phone, live chat & email, resolving problems & elevating the Peloton Member experience. Peloton is evolving all the time, & the community turns to Member Support as the experts to offer guidance in an empathetic, human, & direct way. In addition, Peloton is growing, & the successful candidate will be able to balance tremendous change with a passion for learning & growing, all in order to put Members first.

About the Role

  • Guide our Support team to resolve hardware & software inquiries from Members regarding our Bike, Tread, & App offerings
  • Coordinate with all branches of our hardware & software teams to better understand & resolve Member inquiries
  • Call/Chat/Email with Members & manage tickets through to completion
  • Assist our Support team with live interactions
  • Be very knowledgeable about Peloton products

Required Qualifications

  • 2+ years of relevant work experience work experience
  • Exceptional verbal & written communication skills with the ability to multi-task across interactions in chat & messaging platforms
  • Significant experience dealing with complex customer-service issues involving potentially escalated Members
  • Maintain discretion in dealing with confidential matters with our Members
  • Ability to remain professional & composed while dealing with high-pressured situations to achieve positive outcomes
  • Ability to learn from interactions & analyze personal performance to improve & respond well in a rapidly growing & changing environment
  • Have a high degree of comfort working with technology & software to perform job duties as well as the ability to help Members solve issues associated with Pelotons highly sophisticated products & services

Desired Qualifications

  • 2+ years of of relevant experience experience in Technical Support work

About You

  • You know how to maintain a calm & positive composure in the midst of challenges
  • You are organized (balancing competing objectives & ambitious timelines, & making every effort to help push your team forward)
  • You are a problem solver (curious, creative, capable of critical thinking, & not afraid to think outside the box to try something new)
  • You should love our Members & interacting with them, helping to make them happy in the toughest situations
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