Customer Service Specialist

Position Overview

As a Customer Service Specialist, you'll be the frontline connection for customers seeking assistance. This 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, satisfying experiences with Trackman products by assisting them via phone, email, or chat.

Join a powerful sports brand where cutting-edge technology meets sports innovation. At Trackman, our proprietary technology—built on expert knowledge in radar, computer vision, data, and software engineering—is developed by specialists who push boundaries. With a global footprint that includes a headquarters in Denmark (Hørsholm) and offices in New York, Phoenix, Poland, Tokyo, and Seoul, our entrepreneurial and ambitious work culture offers opportunities to collaborate with industry leaders and top athletes.

Key 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 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.
• 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.
• Participate in team training sessions, knowledge-sharing meetings, and initiatives to improve customer support.
• Engage with international customers and coordinate with translation resources as needed to provide clear and accurate support.
• 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.

Required Qualifications

• Experience 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.
• Education: 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; additional understanding of networking systems is a plus.
• General knowledge of technologies such as TVs, projectors, monitors, laptops, and mobile devices.
• Proficiency in Microsoft Office applications and collaboration tools.