Tier-2 Product Specialist

2 Months ago • All levels

About the job

Summary_{By Outscal}

Tier 2 Product Specialist providing technical support for TrackMan applications. Must have experience in customer service, technical support, troubleshooting, and Windows operating systems.

Job description

Do you have a passion for customer experience? Do you thrive by using technical disciplines and skillsets to resolve complex issues? Then, we can offer you an exciting opportunity.

At Trackman we are growing, as we are constantly striving to further develop our market-leading sport tracking solutions. Therefore, we are looking for an experienced and highly motivated product specialist.

As a tier 2 product specialist & customer success specialist, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams, and using technical disciplines and skillsets to resolve complex issues. You will provide technical support to both end users and internal personnel in a laptop, desktop, server, and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position.  

Responsibilities include but are not limited to:

Provide assistance, advice, problem solving, and technical information to customers regarding the use of TrackMan applications
Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines
Quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified
Monitor all TrackMan Range sites and proactively communicate internally and externally when a site goes offline or is not tracking
Create knowledge base content to be shared with T1 support
Prepare and provide routine reports
Log and explore technical support questions and problems to identify trends and opportunities for platform enhancements
Provide support to clients both deskside and remotely
Correct faults and provide resolution of complex problem tickets
Perform network analysis and capacity planning
Assist in the creation of processes and procedures for client network operations
Contribute to the planning and implementation of multiple projects
Possible light travel or on-site testing in the local area
Other non-support job duties will be given based on experience and qualification
Test TrackMan and TrackMan related software(s) then provide quality feedback to the QA department
Troubleshooting, project management, initiative and professionalism are of utmost importance
Resolve complex issues requiring detailed systems and applications knowledge that has been escalated from Tier 1
Train and educate Tier 1 personnel on proper use of TrackMan hardware and software
Maintain system capabilities by testing existing equipment and programs
Test new systems and software

Job requirements

Your ability to build and maintain positive relationships inside TrackMan and with our customer base is crucial for the role. You will work with a variety of departments and customers to provide an elevated level of support

Experience in operations/customer service preferably from a demanding industry
Customer-focused experience focused on satisfaction
Excellent communication skillset, verbal and written
High attention to detail and ability to provide consistent quality
Experience with technical support and troubleshooting methodology
Strong computer skills and knowledge of Windows operating systems up to Windows 11 + understanding of network switches, routers, and firewalls
Knowledge of radar and video technology is a strong advantage
The chance to work with a dynamic and global team

The Office

We are located in our state-of-art HQ in Hørsholm, at DTU Science Park. We take great pride of the building we designed! The office features bright meeting rooms, coffee areas to catch up with colleagues, a large testing arena with simulators available for employees and a fitness centre, everything surrounded by a beautiful forest and respecting the environment. We made sure to utilize the newest technologies to be energy efficient and be mindful of ventilation and sound propagation.

The cherry on top is our canteen: with indoor and outdoor area to enjoy the fresh food prepared by our own kitchen staff.

Join the home of a powerful sports brand and a one-of-a-kind technology
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 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.

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About The Company

Trackman

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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.