Job Description

Website: https://www.trainingpeaks.com/

Location: Remote until 2021

• Peaksware/TrainingPeaks _employees are working remotely from home due to the COVID-19 pandemic. We will work with anyone hired during this period to accommodate remote on-boarding to the best of our ability. _

At TrainingPeaks, we are passionate about helping our customers train the right way and achieve their fitness goals. TrainingPeaks creates smart and effective endurance training solutions, including web and mobile apps for iOS and Android. Our products help athletes commit to a clear goal, structure their training to work out smarter, and monitor their progress as they work toward their event.

Additional TrainingPeaks products include WKO desktop software for cutting-edge scientific analysis and planning, as well as Best Bike Splits predictive performance tools. Our solutions are used by Tour de France teams, IRONMAN World Champions, Olympians, athletes and coaches around the world.

Some of our more widely known partners include USA Triathlon, USA Cycling, British Cycling, British Triathlon, Triathlon Australia, Cycling Australia, US Rowing, and many more!

As Customer Support Representative you will provide an exceptional experience to all customers with the end goal of increasing their success as coaches and athletes, as well as providing feedback on the customer experience.

This position's primary responsibility is to answer and troubleshoot customer questions and issues for athletes and coaches across the entire TrainingPeaks product line, including TrainingPeaks, WKO, Best Bike Split and Run with Hal.

You will sit directly with the Customer Team and report to Manager, Customer Support.

CORE FUNCTIONS:

• Resolve customer questions/issues and provide extensive technical support via online ticketing system (ZenDesk)
• Influence the coach/athlete experience by providing feedback on the Voice of the Customer
• Encourage and assist in the adoption of the TrainingPeaks ecosystem of products and features where appropriate
• Partner with Marketing, Sales, Product, UX and Engineering to provide exceptional service for coaches and athletes.
• Submit and manage product issues/ bugs to Product/ Engineering as appropriate
• Assist in editing/ updating technical / FAQ documentation
• Perform other duties as assigned

REQUIREMENTS

REQUIRED QUALIFICATIONS:

• Highly customer focused team player

• Proven positive can do will do attitude

• Proven ability to communicate clearly and professionally (both written and verbal)

• Strong critical thinking and problem solving skills with minimal direction or input

• Passion for endurance sports, health & fitness

• Experience using TrainingPeaks as an athlete and/or a coach.

• Strong organizational and time management skills

DESIRED QUALIFICATIONS:

• Higher education / degree in business or fitness related field

• Experience with ZenDesk

• 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

BENEFITS

COMPENSATION:

Peaksware/TrainingPeaks is committed to fair and equitable compensation practices. The hourly range for this role is $12.90 - $21.51. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, and certifications.

This role is eligible for variable compensation including bonus.

BENEFITS AND PERKS:

Health

• 100% company-paid Medical for employees with buy-up options
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional*

• 401(K)
• 401(K) Matching
• Pet Insurance
• Significant investment in resources for employee development and professional growth
• Flexible work schedule in a culture of trust
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to on-site workout room, including locker rooms and showers
• Secure on-site bike storage
• Access to our on-site music studio
• Access to corporate discounts on gym memberships and gear
• Access to nutritious snacks and devour hour, weekly subsidized lunch

*Please note - due to COVID-19 some perks are not readily available at this time.

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

TrainingPeaks is part of the Peaksware portfolio of brands. Peaksware has been featured in BuiltInColorados Top 100 Companies list since 2017 and our brands have been recognized in Outside Magazines Best Places to Work multiple years in a row. Peaksware has also been honored as a part of Moguls Top 1,000 Companies for Millennial Women Worldwide. We are proud of our company culture and of consistently being recognized, both locally and nationally, as a top workplace.