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.

Education & Experience:
• Proven experience in technical support or product support roles, preferably within the technology or sports industry.
• Ability to manage multiple cases efficiently and prioritize tasks in a fast-paced environment.
• Experience with remote troubleshooting, diagnostics, or technical support.
• A bachelor's degree in a relevant field such as Information Technology, Computer Systems, or Sports Management is preferred. Alternatively, candidates with at least two years of experience in technical support or a related field will also be considered.

Skills & Competencies:
• Familiarity with sports technology, particularly golf, baseball, or similar fields.
• Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues.
• Excellent communication skills, both verbal and written, with a focus on internal communication between teams.

Technical Proficiency:
• Familiarity with support software (e.g., Zendesk, Salesforce) and technical documentation.
• Proficiency with the Windows OS, computer systems, networking systems, and general knowledge of the Linux Ubuntu OS.
• 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.

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.