Customer Service Specialist

5 Hours ago • All levels

Job Summary

Job Description

As a Customer Service Specialist, you will 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 will 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 include responding to customer inquiries, educating customers on product features, handling customer support requests, providing high-quality support, and collaborating with cross-functional teams.
Must have:
  • Respond promptly to customer inquiries via phone and email.
  • Educate customers on product features and troubleshooting steps.
  • Handle a high volume of customer support requests.
  • Provide high-quality support and guidance to customers.
  • Document each interaction thoroughly in the customer support system.

Job Details

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.


Customer Support:

  • 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.


Internal Processes:

  • 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.

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About The Company

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.

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