Advanced Product Support Specialist

TrackMan; Hørsholm; On-site; DKK 520,000 - 700,000; Full time

Job summary

Trackman is seeking a Product Support Specialist to join our second-tier support team in Hørsholm. You will handle complex customer inquiries, perform advanced troubleshooting, and guide customers through product configurations.

You’ll collaborate with engineering and product teams to relay feedback and drive improvements. Ideal candidates have a technical support background, strong communication, and the ability to create clear documentation.

Qualifications

• Bachelor's degree in IT, Computer Systems, Sports Management or related field preferred.
• Alternatively, at least two years of technical or product support experience.
• Ability to manage multiple cases efficiently in a fast-paced environment.
• Experience with remote troubleshooting, diagnostics, or technical support.

Responsibilities

• Assist with customer inquiries via phone and email, maintaining professionalism and empathy in every interaction.
• Help new customer onboardings by assisting in initial setups and configurations for specific products.
• Provide high-quality support and guidance to other Customer Service Specialists, addressing questions and ensuring efficient resolutions.
• Identify, diagnose, and resolve technical issues related to Trackman products and services, documenting cases thoroughly in our ticketing system.
• Lead team training sessions, knowledge-sharing meetings, and customer service improvement initiatives to stay current on product updates and new features.
• Handle a high volume of escalated customer service tickets, maintaining response time and quality standards.
• Collaborate with cross-functional teams to elevate complex cases and follow up to ensure timely solutions.
• Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow-up actions.
• Assist in developing and updating training materials and knowledge base articles to improve self-service options.
• Work closely with engineering and product teams to relay feedback and feature requests.

Skills

Advanced troubleshooting

Analytical thinking

Excellent communication

Education

Bachelor's degree or higher

Tools

Zendesk

Salesforce

Windows OS

Linux (Ubuntu)

Microsoft Office

Job description

Trackman is seeking a Product Support Specialist to join our second-tier support team in Hørsholm. You will handle complex customer inquiries, perform advanced troubleshooting, and guide customers through product configurations.

You’ll collaborate with engineering and product teams to relay feedback and drive improvements. Ideal candidates have a technical support background, strong communication, and the ability to create clear documentation.