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, whether assisting them via phone, email, or chat.
Key Responsibilities
Customer Service:
- 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.
Education & Experience:
- 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.
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 of working 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 headquarter located in Denmark (Hørsholm) and offices in New York, Phoenix, Poland, Tokyo and Seoul. We employ over 700 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 the exceptional solution. This mix is what makes Trackman an inspiring company – for our customers and our colleagues.
Share our Passion!
Apply today and join a company with great technologies, passionate colleagues, and great opportunities to grow
Applications are continuously assessed, so please send your application as soon as possible.
About the company
Company website•Spectator Sports
Since 2003, TrackMan has been on the forefront of providing reliable performance data solutions and industry-leading innovation to customers all over the world. Our products are used by professional and amateur athletes in a broad spectrum of sports, ranging from the popular segments of golf, baseball, and tennis, to more unique disciplines like the Olympic Game's hammer throw and shot put. TrackMan’s proprietary, radar-based technology drives the next generation of performance analysis and statistics. Not only does the TrackMan provide a seamless user experience across multiple devices, but TrackMan’s data is also instantly displayed for analysis or entertainment purposes. Being it for gaming or performance purposes, any player now has the possibility to unleash his/her full potential through our technology.
Golf
TrackMan is the choice of the golf industry's top players, coaches, club fitters, and equipment manufacturers. TrackMan is also used by the world's largest broadcast companies from the Golf Channel to BBC, and CNN World. With a more interactive experience for viewers and players, TrackMan improves all levels of play, from the pros to the weekend golfer.
Baseball
We work with the best in baseball, including every MLB team, many of the top Japanese and Korean professional teams, dozens of the best NCAA teams, and all of the leading US amateur baseball organizations. Now, players at all levels can measure, evaluate, and interact like the pros.
Careers
We know that great people make great products. At TrackMan, we believe that diversity in perspective and background are the key to spark innovation. With a focus on the customer’s experience, integrity in our daily work, and collaboration with our team we create an atmosphere that’s fun and exciting to work in. That’s why we try to hire people based on those values, and that's also why our organization represents people from many different continents, making TrackMan a global and diversified company.