Product Support Specialist – Business Tools

TrackMan; Phoenix (AZ); On-site; USD 70,000 - 90,000; Full time

Job summary

Trackman in Phoenix, AZ is seeking a Product Specialist for the Business Tools team. You will deliver exceptional customer experiences, interface with internal and external teams, and resolve complex technical issues across Trackman applications.

Responsibilities include onboarding calls, troubleshooting, documenting knowledgebase content, training staff, and maintaining system performance across hardware and software. Strong communication and problem-solving are essential.

Qualifications

• Experience delivering technical support to customers and internal teams.
• Strong communication, planning and problem-solving abilities.
• Familiarity with hardware and software environments.
• High attention to detail and ability to provide consistent quality.
• Experience with technical support and troubleshooting methodology.
• Strong computer skills and knowledge of Windows operating systems up to Windows 11.

Responsibilities

• Provide assistance, advice, problem solving, and technical information to customers regarding Trackman applications.
• Organize and prioritize tasks to meet schedules and deadlines.
• Deliver onboarding calls for Booking and Payments according to process.
• Identify root causes and resolve problems; monitor sites and communicate status.
• Log issues, explore trends, and contribute to platform enhancements.
• Create knowledgebase content and train internal personnel on Trackman hardware/software.
• Resolve complex issues escalated from Tier 1 and management; conduct testing and validation.
• Possibly travel or on-site testing in the local area.

Skills

Customer service

Technical support

Communication

Problem solving

Communication

Documentation

Tools

Trackman software

Job description

As a Product Specialist for the Business Tools team, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams and clients, while using technical disciplines and skillsets to resolve complex issues. Youwill provide technical support to both end users and internal personnel in various environments. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position.

Responsibilities include but are not limited to:

• Provide assistance, advice, problem solving, and technical information to customers regarding the use of Trackman applications including tools related topics.

• Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines.

• Deliver Booking and Payments onboarding calls according to the implemented process.

• Quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified.

• Monitor all Trackman related sites and proactively communicate internally and externally when a site goes offline or is not responsive.

• Log and explore technical support questions and problems to identify trends and opportunities for platform enhancements. Find root causes to analyze and identify common patterns and issues to avoid future instances and support resolution.

• Correct faults and provide resolution of complex problem tickets

• Assist in the creation of processes and procedures for the benefit of the internal and external client.

• Test Trackman and Trackman related software(s) then provide quality feedback to the QA department

• Train and educate internal personnel on proper use of Trackman hardware and software

• Resolve complex issues requiring detailed systems and applications knowledge that has been escalated from Tier 1 and management.

• Maintain system capabilities by testing existing equipment and programs

• Work on resolving various technical incidents for customers involving various software, networking, and hardware environments.

• Interact with various departments to analyze and resolve problems.

• Create knowledgebase content to be shared within the organization.

• Conduct formalized training on Trackman related changes, upgrades and enhancements including software, hardware, and procedural topics.

• Other non-support job duties may be given based on experience, qualification and need.

• Possible light travel or on-site testing in the local area

Your ability to build and maintain positive relationships inside Trackman and with our customer base is crucial for the role. You will work with a variety of departments and customers to provide an elevated level of support.

• Experience in operations/customer service preferably from a demanding industry

• Customer-focused experience focused on satisfaction

• Excellent communication skillset, verbal and written

• High attention to detail and ability to provide consistent quality

• Experience with technical support and troubleshooting methodology

• Strong computer skills and knowledge of Windowsoperating systems up to Windows 11

• Troubleshooting, project management, initiative and professionalism are of utmost importance

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.

Share our Passion!