Customer Support Representative (Temporary) - TrainingPeaks

This is a temporary position that is anticipated to last from October 28, 2024 through April, 28, 2025.

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

As Customer Support Representative, you will primarily be responsible for delivering an exceptional customer service experience by resolving customer inquiries, quickly and accurately via online communications to ensure customer satisfaction and retention. Your end goal is to increase the success of our clients as well as provide feedback on the customer experience.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

Core Functions 

• Receive emails, and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
• Support processing refunds and answering accounting-related questions using internal platforms, including, but not limited to, Zuora’s Braintree and UserVoice.
• Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
• Engage the customer to suggest the use of additional products when applicable.
• Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
• Influence the customer experience by providing feedback on the voice of the customer.
• 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 customers.
• Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
• Contribute to our customer-first approach by being open to assisting clients outside of regular business hours, which may include working occasional evenings and weekends.
• Assist in editing and updating technical and FAQ documentation.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

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, while also balancing additional duties and tasks
• 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 (eg. 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

Degrees are not required, and we value all forms of continued education including traditional four-year degrees, post-graduate degrees, associate degrees, bootcamps, online training, professional certifications, self-teaching, and more.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Compensation

Peaksware is committed to fair and equitable compensation practices. The hourly range for this role in Colorado is $14.49 - $24.15/hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Please contact careers@peaksware.com if you require a reasonable accommodation to review our website or to apply online.

Work Environment

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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