Ascend Support Specialist

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you're on our team, you're taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we'll give it right back. Sound pretty sweet? Then come join us
 

Ascend Support Job Description

Ascend is a Retail Management Solution that records sales, captures customer data, and provides detailed reporting.  We offer integrated solutions for payment processing, ecommerce, and NPS customer loyalty.  Best of all, we provide incredible hospitality to our customers.

Position Description:

As a Support and Solutions Specialist, 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.  Email and chat will be your main communication tools.  Teams, phone calls, and remote connections 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? 

Responsibilities:

• Answer all questions related to Ascend and Ascend Pay.  Escalate when needed.
• Troubleshoot technical issues including issues with networking, integrated software, and hardware.
• Provide IT support, triage, and escalation for our internal retail teammates.
• Create SQL Queries for custom reports.
• Identify, reproduce, and document bugs within the program.
• Perform User Acceptance Testing to ensure new features are amazing.
• Create, review, and maintain our training and support resources.  This includes, but is not limited to, our internal and external knowledgebases as well as enhancing AI resources.
• Sell hardware and supplies to our customers and place related orders. 
• Document all customer support history.
• Assist with the installation and maintenance of Ascend for customers. 

Schedule:

• Your general shift will be from 9:30 am – 6:30 pm CST (with an hour break) Sunday – Thursday.
  • Extra help may infrequently be needed during weekend hours.
• Support will be rotated between teammates during some Trek holidays.
  • Hours worked during this time will be banked as extra days to spend on vacation during other parts of the year.

Requirements:

• Customer Service experience
• Strong troubleshooting skills
• Excellent verbal, written, and typed 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

Why Trek? 

• Great Place To Work-CertifiedTM )
• Best WorkplacesTM in Asia 2025
• Flexible and fun company culture that values people, purpose, and performance 
• A leadership team that supports autonomy and innovation 
• A company that believes work should be fun, fulfilling, and impactful 
• The chance to be part of something bigger - changing the world by getting more people on bikes

Trek India benefits:

• Group medical insurance floater policy that covers self, spouse, up to 2 children and dependent parents
• 12 Annual paid holidays
• Employee friendly leave policy: Maternity Leave, Paternity Leave, Compassionate Leave, Wedding Leave, Compensatory Leave in addition to Sick Leave, Casual Leave and Privilege Leave
• Tuition Fee Reimbursement up to INR 500,000 (Diploma, Undergraduate, Graduate & Master's degree programs)
• 24/7 Employee Assistance Program (EAP) - confidential, work-based benefit that offers employees and their families free short-term counseling, referrals, and support for personal or work related problems
• Annual paid time off for charity work
• Employee referral bonus
• Employee discounts on Trek products

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us