Customer Support Technician - Ascend

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

As one of Trek's top products, Ascend is a retail commerce platform built for bike shops. Retailers worldwide use our point-of-sale products and services to easily set, measure, and track goals and performance while continually forecasting for the future.

As a Customer Support Tech, you will become an Ascend expert for our customers. You will educate them 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.

Do you also like travelling? Pack your suitcase and get on our awesome bus! You will make sure that our retailers' installations and inventory events are successful, leading them to success from the starting point. You will be part of our Ascend South Europe team, supporting mainly our customers in Spain, and eventually Italy. Phone 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, share best practices and crave customer interaction.

We only reserve seats for rock stars on our Awesome Bus. Are you ready to ride?

Responsibilities:

· Guide our customers to success through empowering them with Ascend training.

· Answer all questions related to Ascend, mostly over the phone and email.

· Proactive support to our retailers to ensure they maximize the benefits from Ascend.

· Escalate issues to our global team.

· Keep our databases up to date.

· Assist with the installation of Ascend for new customers. Travel on-site as needed.

· Document all customer support history to help eliminate issues in the future.

· Sell hardware and our best-in-class services to our customers.

· Know our competitors, we love to keep improving!

Requirements:

· Strong troubleshooting skills.

· Fluent Spanish & high level of English.

· Great Excel skills.

· Excellent verbal and written communication skills.

· Be a team-oriented, fun-loving, and proactive Rock Star!

· Ability to work individually.

Nice to have:

· Retail experience, preferably in the cycling industry.

· Italian language skills.

#LI-Remote

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