Customer Support Representative

Core Functions

• Receive inbound 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 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.

Requirements

• 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 (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.

Compensation & Benefits

• The hourly compensation range for this role in Colorado is $14.49-$24.15.
• This role is eligible for variable compensation including bonus.
• Comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.
• Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity.
• Company paid Short Term Disability, Long Term Disability, Basic Life Insurance and AD&D.
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child.
• 401(K) including a company match.
• 12 paid holidays annually and discretionary Flexible Time Off.
• Free access to our products, corporate discounts, and professional development resources.
• Access to the Performance and Recovery Center (PARC), on-site fitness facility, locker rooms and showers.
• Employee only access to secure, indoor bike storage and access to e-bikes.
• Access to onsite Music and Podcast Studio.