Customer Support Representative

Job Overview Join to apply for the Customer Support Representative - TrainingPeaks role at TrainingPeaks. Be among the first 25 applicants. Company Information Join the Team Powering the World's Best Endurance Athletes. At TrainingPeaks, we believe that behind every great athlete is a great coach and the right technology to help them reach their potential. Our platform is trusted by Tour de France winners, Olympic gold medalists, and everyday endurance athletes to plan, track, and analyze their training. Whether you're a performance-driven athlete, a passionate coach, or someone who simply thrives on building tools that empower others, TrainingPeaks is where ambition meets impact. Core Functions Receive inbound emails and/or chats to answer questions and resolve technical issues, accurately recording interactions within the ZenDesk environment. Support processing refunds and answer accounting-related questions using internal platforms including Zuoras Braintree and UserVoice. Contribute to the knowledge base by creating and maintaining articles that resolve customer questions and technical issues. Engage customers to suggest the use of additional products when applicable. Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals. Provide feedback on the voice of the customer to influence the customer experience. Encourage and assist in the adoption of the ecosystem of products and features where appropriate. Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for all customers. Submit and manage product issues and bugs to Product and/or Engineering as appropriate. Assist in editing and updating technical and FAQ documentation. Required Qualifications Passion for endurance sports, health & fitness. Experience using TrainingPeaks as an athlete and/or a coach. Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc. Demonstrated effectiveness in verbal and written technical communication. Superior customer service and problem-solving skills. Maintaining a calm demeanor during escalated situations. Ability to flex with changes in inbound contact volume, both seasonally and day-to-day. Strong ability to multitask under minimal supervision. Technical proficiency with PC and Mac platforms. Strong organizational and time management skills. Desired Qualifications Experience as an endurance athlete. Experience using downloadable training devices (e.g., heart rate monitors, GPS devices, power meters) with a working understanding of the data. Experience using Best Bike Split and/or WKO. Customer-facing service experience, either in-person, via telephone, or via email/online communication. Experience with ZenDesk. Benefits We are committed to fair and equitable compensation practices. The hourly compensation range for this role in Colorado is $14.49-$24.15, with variable compensation including bonus. Benefits include: Comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts; paid parental leave; and employee assistance program. Additional coverage options including Accident & Critical Illness insurance and Hospital Indemnity. Short Term Disability, Long Term Disability, Basic Life Insurance, AD&D and optional Supplemental Life Insurance. 401(k) with company match. 12 paid holidays annually and discretionary Flexible Time Off. Free access to our products, corporate discounts, and professional development resources. On-site fitness facility and locker rooms with secure bike storage. Access to onsite Music and Podcast Studio. Work Environment This job operates in a professional office environment that is well lighted, heated, and/or air?conditioned with adequate ventilation. Standard office equipment such as computers, phones, photocopiers and filing cabinets are used routinely. Physical Demands Primary tasks include sitting, moving about the facility, using hands, talking, hearing, and occasionally lifting or moving up to 10 pounds. Specific vision abilities required include close, distance, color, peripheral vision, depth perception, and ability to adjust focus. Please contact careers@peaksware.com if you require a reasonable accommodation to review our website or to apply online. #J-18808-Ljbffr