Ascend Customer Support Technician
📋 Role Overview & Responsibilities
A Bit About Us
Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
Job Description
In our Ascend department, we aid in Trek’s crusade by providing bicycle shops with the greatest tool to thrive in retail: powerful software from a partner who cares. Our Retail Management Solution records sales, captures customer data, and provides detailed reporting. We provide integrated solutions for payment processing, ecommerce, and NPS customer loyalty. Best of all, we answer the phones when our customers call.
Position Description
As a Customer Support Tech, you will become an Ascend expert for our customers. You will educate our retailers on best practices and alleviate technical issues relating to Ascend, hardware, networking, and Windows. You will exceed our customers’ expectations by proactively eliminating future problems. Phones will be your main communication tool, but email, remote connections, and personal visits will also be utilized. Rock star candidates are proactive teammates who enjoy troubleshooting and crave customer interaction. This position is open to remote workers.
We only reserve seats for rock stars on our Awesome Bus. Are you ready to ride?
Responsibilities
Answer all questions related to Ascend and Ascend Pay. Escalate when needed. Troubleshoot technical issues including issues with networking, integrated software, and hardware. Provide IT support, triage, and escalation for our internal retail teammates. Guide our customers to success through empowering them with Ascend training. Document all customer support history to help eliminate issues in the program. Identify, reproduce, and document bugs within the program. Create, review, and maintain our training and support resources. Sell hardware and supplies to our customers and place related orders. Assist with the installation of Ascend for new customers. Travel on-site as needed.
Schedule
Your general shift will be from 11:30 am – 8:30 pm CST (with an hour break) Monday – Friday. Extra help may infrequently be needed during weekend hours. Support will be rotated between teammates during some Trek holidays. Hours worked during this time will be banked as extra days to spend on vacation during other parts of the year.
Requirements
Customer Service experience Strong troubleshooting skills Excellent verbal and written communication skills A two-year technical degree or higher is desired. Other relevant experience will be considered in lieu of a degree. A working knowledge of Microsoft products, Windows, Office programs, and networking. SQL Server experience a plus! If working remotely, a quiet space to work and a fast, reliable Wi-Fi or ethernet connection. Be a team-oriented, fun-loving, and proactive Rock Star!
Trek Benefits
Flexible and fun company culture Competitive health care PPO & HDHP medical plan options, Dental insurance, Vision insurance Flexible Spending Accounts (FSA) Free life insurance & optional term life insurance Competitive vacation package 401(k) with match and Employee Stock Ownership Plans (ESOP) 12 weeks of maternity leave with 100% pay Flexible holiday schedule – 10 company holidays Tuition Reimbursement up to $15,000! (Undergraduate & Masters programs) Employee discounts on all product Deep partner retail discounts
We are an Equal Employment Opportunity (“EEO”) Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.
We are an E-Verify employer.
For more information, please click on the following links
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish
Frequently Asked Questions
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Is this position eligible for remote work or visa sponsorship? ▼
This position is located in Waterloo, WI with potential relocation and sponsorship assistance depending on candidate qualifications.
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