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Trackman · 1 day ago

Customer Service Specialist

United States

Full-time

Remote

New Grad, Entry Level

Trackman is a Danish company known for its innovative sports technology solutions. As a Customer Service Specialist, you will be the frontline connection for customers, providing assistance and support to ensure they have seamless experiences with Trackman products.

ManufacturingSoftwareSporting GoodsSports

Senior Management

Responsibilities

Respond promptly to customer inquiries via phone and email, maintaining professionalism 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

Provide high-quality support and guidance to customers, addressing questions, troubleshooting issues, and ensuring efficient resolutions

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 customer support 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

Collaborate with cross-functional teams to escalate 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

Qualification

Customer service experienceTechnical troubleshootingTicketing software proficiencySports technologyCommunication skillsWindows OS knowledgeMicrosoft Office proficiencyProblem-solving abilities

Required

Proven experience in a customer service/support role, ideally within technology or a related industry

Ability to manage multiple cases efficiently and prioritize tasks in a fast-paced environment

Experience with remote troubleshooting, diagnostics, or technical support

High school diploma or equivalent; additional education in IT, customer service, or a related field is a plus

Familiarity with sports technology, particularly golf, baseball, or similar fields

Strong troubleshooting and problem-solving abilities with a keen eye for detail

Excellent communication skills, both verbal and written, with a friendly, customer-centric attitude

Proficiency in ticketing software such as Zendesk

Proficiency with the Windows OS and general knowledge of computer systems; the additional understanding of networking systems is a plus

General knowledge of technologies, for example: TVs, Projectors, Monitors, Laptops, and Mobile Devices

Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information