Ascend Customer Support Tech

ASCEND Bergamo, Italy


Company Summary:

Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. Trek believes the bicycle can be a simple solution to many of the world’s most complex problems and is committed to breaking down the barriers that prevent people from using bicycles more often for transportation, recreation,and inspiration.
Our mission is to create products we love and take care of our customers. We value our team, making sure the best is on the field. We value new ideas from anywhere, inspiring others with our positive energy, dealing with reality to make the tough calls, and getting things done fast- turning ideas into reality.

Come, join us, and help us transform the world, the bike and have a blast while doing it!

In our new Ascend department, we aid in this crusade by providing bicycle shops with the greatest tool to thrive in retail: powerful software from a partner who cares. Our Retail Management Solution records sales, captures customer data, and provides detailed reporting. We provide integrated solutions for payment processing, ecommerce, and NPS customer loyalty. Best of all, we answer the phones when our customers call.

Position Description:
After being trained about the system, as a Customer Support Tech, 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. Phones 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 and crave customer interaction. 

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

 Answer all questions related to Ascend and escalate when needed;
 Guide our customers to success through empowering them with Ascend training;
 Document all customer support history to help eliminate issues in the program;
 Create, review and maintain our training and support resources.
 Sell hardware and supplies to our customers and place related orders.
 Assist with the installation of Ascend for new customers. Travel on-site as needed.

 Customer Service experience;
 Strong troubleshooting skills; 
 Excellent verbal and written 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!

We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish