Ascend Support Technician

A bit about us 

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!
 

Job Description

Location

Dübendorf, Switzerland (2 days/week home office)

Workload

100%

Type of employment

Permanent position

Start date

By arrangement

About us

Trek is one of the world’s leading bicycle manufacturers and stands for quality, innovation and passion for cycling. Our Business Unit Ascend develops and markets Ascend RMS — the leading ERP and POS system specifically for bike shops in Germany, Austria and Switzerland. With Ascend, we support bike retailers in their daily operations: from inventory management to the workshop, right through to the till and reporting.

Our team in Dübendorf supports bike shop customers throughout the DACH region — as the first point of contact for technical questions, training, implementations and software consulting. We are a small, dedicated team with direct links to international development and product teams.

Your tasks:

You are the central contact person for bike shop customers in the DACH region and accompany them from onboarding to ongoing operations. No day is the same — you combine technical support, software consulting and data analysis with direct contact to bike retailers.

Support & Customer Care:

· 1st and 2nd level support for Ascend RMS customers in Germany, Austria and Switzerland — mainly in German; French is an advantage

· Prioritising and processing support requests by phone and email

· Technical support for Windows systems and POS peripherals at customers’ sites

Installations & Implementation:

· Planning and execution of software installations, hardware setups, data migrations and go-lives for new customers — including initial training of staff

What you bring

Education & Experience:

· Completed training or degree — field open. Those who convince us with experience and skills are warmly welcome

· Experience in ICT support, service desk or a comparable service-oriented role is an advantage

· Enjoyment of direct contact with users as well as a strong service and customer orientation

Expertise:

· Affinity for IT and willingness to continuously expand technical knowledge

· Good knowledge of Windows 11 and Microsoft 365; knowledge of networks and POS peripherals is an advantage

Languages:

· German: business fluent (C1/C2)

· English: good written and spoken skills (B2)

· French: an advantage

Personality:

· You work independently and solution-oriented — you analyse and solve technical and professional problems on your own

· You keep an overview even with several open cases and prioritise in a structured way

· You communicate clearly and service-oriented — you can explain technical topics understandably and enjoy direct user contact

· You are smart, reliable and exactly the person who drives things forward

What we offer you:

· A varied role with a lot of personal responsibility in an international environment

· 2 days home office per week

· Dynamic working environment with modern infrastructure

· Regular working hours: Monday to Friday, 08:30–17:30

· A small, collegial team with short decision-making paths

· Attractive Trek benefits — because we want you to benefit from Trek even outside work

Does this sound like your next challenge?

Then become part of our team! Send us your complete application documents (cover letter, CV and relevant certificates)

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