Product Support Specialist (Tier 2)

As a Product Support Specialist in our second-tier support team, you will handle more complex customer inquiries and technical issues escalated from first-tier support. You will work closely with customers to provide advanced troubleshooting, product guidance, and solutions. This role requires a deep understanding of our products, excellent troubleshooting skills, and the ability to communicate technical information clearly.

Key Responsibilities

Customer Service:

• Assist with customer inquiries via phone and email, maintaining professionalism and empathy in every interaction.

• Help new customer onboardings by assisting in the initial setups and configurations for specific products.

Customer Service Support:

• Provide high-quality support and guidance to our customer service specialists, 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 ticketing system.

• Lead team training sessions, knowledge-sharing meetings, and customer service improvement initiatives to stay current on product updates and new features.

• Handle a high volume of escalated customer service tickets, maintaining response time and quality standards.

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.

• Assist in the development and updating of training materials for the Customer Service team.

• Create and contribute to knowledge base articles, FAQs, and troubleshooting guides to improve self-service options for customers.

• Work closely with engineering and product teams to relay customer feedback, feature requests, and product improvement suggestions.