Customer Support Representative - TrainHeroic

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 via online communications to ensure customer satisfaction and retention. You will also be responsible for the promotion and selling of company products and contributing to the company’s online product knowledge base. 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.

You will sit directly with the Customer Support Team, work in close collaboration with Sales, Marketing and Product Teams, and report to the Manager, Customer Success.

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.
• Assist in placing customer orders, processing refunds, and answer accounting-related questions using internal platforms, including, but not limited to, Braintree, Jira, and Userbit.
• Identify and report possible product defects that arise during the troubleshooting process.
• 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 our Service Level Agreements (SLAs) and 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.
• 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.

Requirements

• Passion for strength training, as well as health and fitness.

• 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.
• Ability to maintain 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 in Education
• Experience as a coach or personal trainer is highly preferred
• Experience as a TrainHeroic user is a plus

• Customer-facing service experience, either in-person, via telephone, or via email/online communication
• Experience with ZenDesk

Don’t meet every single requirement? Don’t worry. We still want to hear