Customer Service Specialist - Diamond Sports Support

Trackman A/S; Phoenix (AZ); Vor Ort; USD 42.000 - 54.000; Vollzeit

Zusammenfassung

Trackman Inc. is seeking a Diamond Sports Customer Support Specialist to assist customers of baseball/softball products.

You will respond to inquiries via phone, email, alerts, or chat, educate users on product features, and guide them through onboarding and setup to ensure confidence in using Trackman solutions. The role requires a passion for customer care, proactive issue resolution, and flexibility to work evening and weekend shifts as needed.

Qualifikationen

• 1+ year of customer or technical support experience.
• Strong written and verbal communication; explain technical concepts clearly.
• Ability to troubleshoot hardware, software and network issues.

Aufgaben

• Respond to customer inquiries promptly with professionalism and empathy.
• Educate customers on product features and troubleshooting steps.
• Handle a high volume of support requests while maintaining quality and response times.
• Proactively follow up with customers to confirm resolution and offer additional help.

Kenntnisse

Customer support

Communication skills

Troubleshooting

Ausbildung

Associate/Bachelor’s in technical or business field

Tools

Zendesk

Jobbeschreibung

As a Diamond Sports Customer Support Specialist, you’ll be the frontline connection for customers seeking assistance with our Baseball/Softball products. The role requires a passion for customer care, strong communication skills, and the ability to solve technical issues with a proactive approach. You’ll play a key role in ensuring our customers have seamless and satisfying experiences with Trackman, whether assisting them via phone, email, alerts, or chat.

Key Responsibilities

Customer Service:

• Respond promptly to customer inquiries, maintaining professionalism, quality, and empathy in every interaction.

• Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully.

• Handle a high volume of incoming customer support requests, maintaining response time and quality standards.

• Conduct proactive outreach to customers following up on recent interactions to confirm resolution satisfaction and offer additional assistance if needed.

• Assist new customers with onboarding by providing personalized guidance through initial setup, configuration, and usage of Trackman products, ensuring they feel confident and fully equipped to use all key features and functionalities.

• Availability to work evening and weekend shifts as needed

Customer Support:

• Provide high-quality thorough sessions to equip customers with the knowledge and skills needed to effectively use our product, addressing their questions and resolving any issues that arise.

• Identify, diagnose, and resolve technical issues related to Trackman products and services, documenting cases thoroughly in our support system.

• Participate in team training sessions, knowledge-sharing meetings, and team improvement initiatives to stay current on product updates and new features.

• Engage with international customers and coordinate with translation resources as needed to ensure clear and accurate support across multiple languages.

Internal Processes:

• Collaborate with cross-functional teams to elevate complex cases when necessary 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.

Required Qualifications

• At least 1 year of experience in customer support, technical support, or a help desk environment.

• Strong written and verbal communication skills, with the ability to explain technical concepts clearly and effectively to non-technical customers.

• Proven ability to troubleshoot and resolve hardware, software, and network-related issues.

• Flexibility to work evening and weekend shifts as needed.

Preferred Qualifications

• An Associate’s or Bachelor’s degree in a technical or business-related field.

• Familiarity with baseball and softball terminology.

• Experience working with customer support ticketing systems, such as Zendesk.

Join the home of a powerful sports brand and a one-of-a-kind technology

Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work. Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud to work in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race. We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarters located in Denmark (Hørsholm) and offices in New York, Phoenix, Seoul, and Tokyo. We employ over 1000+ people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested, and manufactured.

Where innovation happens

At Trackman, we know that great people make great products. We believe that teams thrive, and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of exceptional solutions. This mix makes Trackman an inspiring company – for our customers and colleagues.