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Design, Full Time    New York    Posted: Tuesday, May 07, 2019
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Service Design Technical Support Analyst

Location: New York, NY

General role description:

As a Technical Support Analyst in the Member Support organization, you will be the teams experts on how Peloton hardware, software & tools work. You will continuously invest in building this knowledge to ensure depth & technical proficiency in the organization. In this role, you will partner with other departments to represent technical & quality issues reported via Members & agents in order to quickly identify issues & make improvements. You will also manage the processes for dealing with bugs & emergencies. Finally, you will maintain all of the documentation & technical material upon which agents execute in actual interactions with Members.

What Youll Do

  • Partners with Product, Engineering & other departments by collecting reports, analyzing & summarizing information & trends.
  • Lead & manage the JIRA processes for issues, bugs, & fires
  • Work with the Operations team to ensure agents perform technical work correctly & to understand the issues that need to be addressed with other teams
  • Understand all of the details of each of Pelotons products to ensure technical trouble-shooting is documented & to ensure that workflows are correct & that associated systems for replacements & spares are all correct
  • Propose recommendations for further investigation or improvement driven by data & root cause analysis


  • Minimum two years experience in a customer facing service role
  • Advanced knowledge of Pelotons products & systems
  • Must be able to work independently & employ strong time management & organizational skills
  • Demonstrated interest in leading projects & programs that involve multiple stakeholders, comfortable collaborating with agile/scrum teams.
  • Strong quantitative, analytical, & problem-solving skills
  • Ability to work collaboratively in a team environment
  • Effective oral, presentation, & written communication skills
  • Risk management, standards & policies formulation experience preferred
  • Project Management & Six Sigma experience preferred
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