Customer Support Representative
Description
? Website: https://www.trainingpeaks.com/
? Location: Remote until 2021
- Peaksware/TrainingPeaks employees are working remotely from home due to the COVID-19 pandemic. We will work with anyone hired during this period to accommodate remote on-boarding to the best of our ability. An in-person meeting at the office may be required to provide equipment and/or VPN access to enable remote work, or a delayed start may occur depending upon government orders and regulations at the time.
At TrainingPeaks, we are passionate about helping our customers train the right way and achieve their fitness goals. TrainingPeaks creates smart and effective endurance training solutions, including web and mobile apps for iOS and Android. Our products help athletes commit to a clear goal, structure their training to work out smarter, and monitor their progress as they work toward their event.
Additional TrainingPeaks products include WKO desktop software for cutting-edge scientific analysis and planning, as well as Best Bike Split’s predictive performance tools. Our solutions are used by Tour de France teams, IRONMAN®️ World Champions, Olympians, athletes and coaches around the world.
Some of our more widely known partners include USA Triathlon, USA Cycling, British Cycling, British Triathlon, Triathlon Australia, Cycling Australia, US Rowing, and many more!
As Customer Support Representative you will provide an exceptional experience to all customers with the end goal of increasing their success as coaches and athletes, as well as providing feedback on the customer experience.
This position's primary responsibility is to answer and troubleshoot customer questions and issues for athletes and coaches across the entire TrainingPeaks product line, including TrainingPeaks, WKO, Best Bike Split and Run with Hal.
You will sit directly with the Customer Team and report to Manager, Customer Support.
Core Functions:
- Resolve customer questions/issues and provide extensive technical support via online ticketing system (ZenDesk)
- Influence the coach/athlete experience by providing feedback on the Voice of the Customer
- Encourage and assist in the adoption of the TrainingPeaks ecosystem of products and features where appropriate
- Partner with Marketing, Sales, Product, UX and Engineering to provide exceptional service for coaches and athletes.
- Submit and manage product issues/ bugs to Product/ Engineering as appropriate
- Assist in editing/ updating technical / FAQ documentation
- Perform other duties as assigned
Requirements
Required Qualifications:
- Highly customer focused team player
- Proven positive ‘can do’ ‘will do’ attitude
- Proven ability to communicate clearly and professionally (both written and verbal)
- Strong critical thinking and problem solving skills with minimal direction or input
- Passion for endurance sports, health & fitness
- Experience using TrainingPeaks as an athlete and/or a coach.
- Strong organizational and time management skills
Desired Qualifications:
- Higher education / degree in business or fitness related field
- Experience with ZenDesk
- Experience as an endurance athlete
- Experience using downloadable training devices (eg. Heart rate monitors, GPS devices, power meters) with a working understanding of the data.
- Experience using Best Bike Split and/or WKO
Benefits
- 100% company-paid medical plan for employees with buy-up options as well as dental and vision insurance for employees (dependent coverage available)
- Additional coverage options: including accident, critical illness or hospital reimbursements
- Company-paid short- and long-term disability coverage
- 4 week paid New Parent Leave
- 401(k) 5% employer match
- Regular, complimentary financial planning with a professional advisor
- Unlimited Flexible Time Off (FTO)
Office Perks:
**Please note - due to COVID-19 there are some perks not readily available at this time
- Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
- Flexible scheduling
- Access to the “Pain Cave” - our on-site workout room
- On-site locker rooms and showers
- Indoor bike storage
- Office towel service
- Access to “The Woodshed” - our on-site Music Studio
- Bring your dog to work
- Nutritious Snacks – an assortment of “grab’n go” fruit, drinks and snacks in our kitchens
- Devour Hour - company subsidized lunch brought in each week
- Growth - significant investment in resources for employee development
- Corporate discounts on gym memberships and top-brand gear
- Flexible work schedule in a culture of trust
TrainingPeaks is part of the Peaksware portfolio of brands. Peaksware has been featured in BuiltInColorado’s Top 100 Companies list since 2017 and our brands have been recognized in Outside Magazine’s “Best Places to Work” multiple years in a row. Peaksware has also been honored as a part of Mogul’s “Top 1,000 Companies for Millennial Women Worldwide”. We are proud of our company culture and of consistently being recognized, both locally and nationally, as a top workplace.