Customer Support Representative at Peaksware

| Greater Boulder Area
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Join the team that is transforming the way coaches and athletes interact!

At TrainingPeaks, we share a passion for creating innovative endurance training software. We are looking for a customer care expert to provide an exceptional experience to all customers with the end goal of increasing their success as coaches and athletes.

As Customer Support Representative, you will respond to and troubleshoot customer inquiries for both athletes and coaches across the entire TrainingPeaks product line, including TrainingPeaks.com, WKO, and Best Bike Split. This is a regular, full-time, and hourly position.

Your day-to-day in our open, collaborative workspace will look like:

  • Resolving customer questions and issues via an online ticketing system (ZenDesk), phone/Skype, online webinars, etc.
  • Providing exceptional service for athletes and coaches
  • Encouraging the use of the TrainingPeaks ecosystem of products and features where appropriate
  • Performing other duties as assigned

Requirements

  • Minimum of one year of experience with TrainingPeaks as an athlete and/or a coach
  • Excellent written and verbal communication skills
  • Highly customer-focused team player
  • Proven positive ‘can do’ ‘will do’ attitude
  • Passion for endurance sports, health, and fitness
  • Experience using downloadable training devices (ex. heart rate monitors, GPS devices, power meters, etc…) with a working understanding of how to analyze that data in TrainingPeaks
  • Working understanding of concepts around training and racing with a power meter
  • Strong critical thinking and problem-solving skills without a lot of direction or input
  • Strong organizational and time management skills

Other desired qualifications:

  • High school degree or equivalent
  • Experience as an endurance athlete
  • Experience using Best Bike Split and/or WKO
  • Experience with ZenDesk

Benefits

Benefits and Perks:

  • 100% company-paid medical plan for employees with buy-up options as well as dental and vision insurance for employees (dependent coverage available)
  • $1,200/year fitness reimbursement to purchase any items related to healthy living
  • 3 weeks of PTO for all new hires; increase in PTO at various years of service
  • 4 week paid sabbatical for all employees after 7 years of employment
  • Stocked kitchen with snacks and drinks
  • Dog-friendly office
  • Music Studio for all to practice, jam, and record
  • Onsite workout area access: treadmill, bike trainers, rowers, full weightlifting gym with CrossFit equipment, and changing rooms with showers and towel service
  • Corporate discounts on gym memberships and top-brand gear
  • Beautiful North East Boulder, CO location
  • Flexible work schedule in a culture of trust

TrainingPeaks, TrainHeroic, Alfred Music, and MakeMusic are all partnered brands under the umbrella company Peaksware in beautiful Boulder, Colorado. Peaksware has been recognized as one of Outside Magazine's "Best Places to Work" six times and was voted #15 of 100 on Built in Colorado's "Best Places to Work" list! Through a unique approach to deliberate practice, each company within Peaksware develops software solutions and provides services focused solely on their respective markets to help guide people along their own journey of improvement and skill development.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • BasecampManagement
    • JIRAManagement
    • Pivotal TrackerManagement
    • TrelloManagement
    • TumblrCMS
    • WordpressCMS
    • IntercomCRM
    • SalesforceCRM
    • MailChimpEmail
    • Adobe CampaignLead Gen

Location

Our north Boulder location offers sweeping mountain views and nearby trails for lunchtime rides and runs.

An Insider's view of Peaksware

What are some social events your company does?

Peaksware hosts a company field day, fancy holiday party, Halloween costume contest, Thanksgiving potluck and best of all International Pizza Cake Day. The passionate people that work here make these events an absolute blast.

Kaitlyn

HR Administrator

How do you collaborate with other teams in the company?

Small cross-functional teams form to tackle projects and initiatives. By working together with different teams and experiences, not only can we divide the work across included departments, it also allows us to look at a problem through multiple lenses. This approach helps to ensure that our solution is well suited for the needs we intend to address

Andrew

Data Analyst

What are some things you learned at the company?

One of the larger challenges our accounting team is trying to solve is streamlining the overall financial ecosystem by implementing consistent processes, policies and procedures among all brands. It's an exciting challenge to solve, incorporating larger projects within our day to day accounting tasks and responsibilities.

Jessica

Assistant Controller

What is your vision for the company?

To build the most intuitive and powerful training platform.

JB

Director of UX

How do you make yourself accessible to the rest of the team?

Working in CA with a team in CO, one would think our distance puts a strain on accessibility, but with the amount of communication channels we have, being available to the team is second nature. Peaksware is centered on trust and accountability. Through this model, accessibility and collaboration is seamless regardless of the distance.

Kiana

Human Resources

What are Peaksware Perks + Benefits

Peaksware Benefits Overview

Peaksware is proud to offer a well-rounded, comprehensive benefits package with fun perks to boot like an onsite gym, healthy subsidized lunches, frequent community get-togethers, and more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
To help employees cover any deductibles, copays & out of pocket medical, dental, or vision expenses, employees are able to set aside pre-tax contributions of up to $2,650 annually.
Disability Insurance
Peaksware employees are able to purchase extra coverage if elected, but we offer significant base coverage as a foundation.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Peaksware offers Basic Life and AD&D Insurance, in addition to buy-up options.
Wellness Programs
Onsite Gym
Our "Pain Cave" fitness space is available to all employees, along with towel service and yoga twice a week. We've also got bike storage throughout the building for our many bike commuters.
Team workouts
Peaksware's team fitness initiatives include In-office yoga twice a week.
Retirement & Stock Options Benefits
401(K)
Any employees over 21 can participate and start saving shortly after their start date.
401(K) Matching
Peaksware currently matches the first 5% of employee contributions to the plan. Both Traditional and Roth 401(k) options are available with a variety of investment options.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 4 weeks of parental leave for primary and secondary caretakers.
Flexible Work Schedule
Remote Work Program
Most employees, particularly in the engineering department, work remotely at least once a week or more, pending manager discretion.
Family Medical Leave
Peaksware provides up to 12 weeks of unpaid, job-protected leave to eligible employees.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Full-time employees receive paid holiday leave for any company-observed holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer on tap? We've got that covered, along with the vino; of course, we also have sparkling water for those who want to mingle sans alcohol!
Casual Dress
Casual dress is a huge perk in our offices, particularly with employees who are also endurance athletes and prefer athletic gear any day of the week.
Commuter Benefits
We offer employees financial reimbursement anytime they don't drive a single occupancy vehicle to work.
Company Outings
We host annual outings, including our holiday parties, summer family picnics, and onsite field day. What can we say...we have a lot of fun together, both in and out of the office!
Stocked Kitchen
Bevi sparkling water, abundant coffee, tea, fruit, and healthy snacks can always be found in any of our kitchen areas.
Some Meals Provided
Frequently Lunch & Learns and meetings are catered, but we also offer a healthy subsidized lunch catered by Sifted, once a week in our Boulder office.
Happy Hours
Teams frequent nearby spots for happy hours, but we also host them ourselves every Friday when other teams aren't already hosting happy hours in the entryway.
Parking
Pet Friendly
Dogs abound - we welcome dogs about the office, and can't get enough of our furry friends (particularly for the Halloween costume contest!).
Recreational Clubs
Peaksware employees love playing rec league softball together, and many of our employees compete in races, annually representing Peaksware!
Relocation Assistance
Dependent upon the role and level, we offer varying amounts of financial assistance to new hires relocating to the area to cover moving and travel expenses, along with sharing local housing referrals.
Professional Development Benefits
Diversity Program
We are currently building out diversity & inclusion program across the company, though these focus areas are regularly a part of our leadership, management, and hiring dialogues.
Lunch and learns
Peaksware hosts lunch and learn meetings regularly on various topics.
Promote from within
Customized development tracks

Additional Perks + Benefits

Not only do you contribute daily to making incredible products for end-users, but you can use them for free yourself--employees have access to free accounts from all of our brands. Our music studio, "The Woodshed" is a pretty sweet perk too - take lessons, give lessons, or have a jam sesh onsite around your schedule! Our corporate discount offering and connections to top-brand gear and other local memberships is extensive and pretty rad too! Basically, we take care of our employees, and want to value them with our offering of benefits and perks as much as possible!

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