Ascend Support Specialist

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

Ascend Support Job Description

Ascend is a Retail Management Solution that records sales, captures customer data, and provides detailed reporting. We offer integrated solutions for payment processing, ecommerce, and NPS customer loyalty. Best of all, we provide incredible hospitality to our customers.

Position Description:

As a Support and Solutions Specialist, 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. Email and chat will be your main communication tools. Teams, phone calls, and remote connections will also be utilized. Rock star candidates are proactive teammates who enjoy troubleshooting and crave customer interaction.

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.
• Create SQL Queries for custom reports.
• Identify, reproduce, and document bugs within the program.
• Perform User Acceptance Testing to ensure new features are amazing.
• Create, review, and maintain our training and support resources. This includes, but is not limited to, our internal and external knowledgebases as well as enhancing AI resources.
• Sell hardware and supplies to our customers and place related orders.
• Document all customer support history.
• Assist with the installation and maintenance of Ascend for customers.

Schedule:

• Your general shift will be from 9:30 am – 6:30 pm CST (with an hour break) Sunday – Thursday.
• 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, written, and typed 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!
• Be a team-oriented, fun-loving, and proactive Rock Star!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!