At Ascend we’re all in the business of selling, installing, supporting and shipping our world class software.A Bit about the Role:Provide support to existing Independent Bike Shop (IBD) customers – 25% + Complete support requests via phone & e-mail + Review our regular system updates to maintain a working knowledge of our solutions + Assist with the creation, review and maintenance of our training and support resources + Product management & maintenance + Hardware maintenance, replacement & updates Provide support to the Trek retail network – 25% + Complete support requests via phone & e-mail + Product management & maintenance + Training and Process development + Hardware replacement & updates + Inventory; pricing updates & product maintenance + Marketing promotion changes Expand the Ascend Australia customer base – 10% + Gather sales prospects through available channels + Conduct product demos to sales prospects and supply quotes + Manage all new customer installations + Set budgets Provide support & drive key projects across all areas of the Trek Australia business – 40% + Retail & Wholesale efficiency processes + Inventory projects What you will bring: + Ideal candidates will have telephone-based customer service experience and excellent verbal and written communication skills + Candidates should have a working knowledge of Ascend, Microsoft peer-to-peer networking, desktop operating systems, and Office programs + Experience or an interest in general IT troubleshooting and SQL software would be beneficial + Experience in retail and with retail management systems + Some Project Management experience a plus + Candidates must be available for occasional out of hours and weekend support work. They should also be available for occasional travel + Successful team members are positive and calm in a busy environment. They do more than is asked of them and they work well on their own. If this sounds like you put your hand up! For a confidential conversation reach out to HR. This role is a Canberra based role.